Service Desk Analyst

Clearance Level
None
Category
Systems Administration
Location
Washington, District of Columbia

REQ#: RQ58736

Travel Required: None
Requisition Type: Regular

General Dynamics Information Technology the premier provider of high-tech IT solutions to the government IT market. General Dynamics Information Technology, we deliver cost-effective, next-generation IT solutions and services to the Department of Defense, the intelligence community and federal civilian agencies as they modernize their information systems.

General Dynamics Information Technology is seeking a System administrator. This position will provide the traditional tier 1 help desk analyst support functions in addition to providing support for functions typically reserved for a tier 2/level 2 type role. You to be responsible for providing telephone support to end-user community on hardware, software, and network related incidents, requests, questions, and use. Provide first and second level incident resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem. If not able to diagnose incident and/or incident requires physical interaction with end user; dispatches technical support specialists from appropriate team. Opens, tracks, and closes incident and service request tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.  Have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Have experience in the set-up, configuration, use, and trouble-shooting of computers. Trained and certified in automated Service Desk management systems, if applicable. This individual must be a forward thinker who can proactively plan, multitask, troubleshoot, and possesses excellent organizational and communication skills.  The position is in support of GDIT’s contract with the Administrative Office of United States Courts – Administrative Office Technology Office (AOUSC-AOTO) in Washington DC.

Responsibilities

Provide day-to-day telephone support to the end-user community. 
Monitor and track existing incidents and service requests through closure. 
Follow standard escalation procedures.  
Support the service desk and deskside support leads by providing support for other activities outside of standard incident and service request handling. 
Support end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level - including, but not limited to: Network Connectivity, MS Office, Lotus Notes & Microsoft Outlook, tablet/smartphone support, Windows 7/10, and Apple (Mac).
Stays in regular communication throughout the day with the Tier I, Tier II, and Management staff
Excellent communication and interpersonal skills when dealing with both internal/external customer/staff
Maintains a professional attitude and appearance providing excellent customer service always, to include maintaining a good work ethic and assisting other analysts when needed. 
Performs advanced troubleshooting and remediation activities. Handles end-user requests.
Analyzes incoming requests and assigns to appropriate queue. 
Supports continuous improvement in the process and quality of the operations.


REQUIRED SKILLS:

The successful candidate must have experience supporting multiple operating systems and platforms to include: Windows 7/8/10, Apple OSX, Apple iOS
Knowledge of general problem solving techniques for identifying problems, gathering and analyzing pertinent information, forming conclusions, developing solutions and implementing plans consistent with management goals.
Software and hardware troubleshooting skills
Ability to multitask and function in a fast-paced environment
Excellent customer support skills (In-person and on the phone).
Strong communication skills
Experience documenting processes and creating work instructions
Experience working as a part of a large team and working directly with customers.
Experience with Software and Image Management Systems (e.g. Quest Kace 1000, SCCM, Altiris)
Knowledge of the operating characteristics of various operating systems
(e.g. Windows 7 and 10, Apple OSX, Apple iOS)
Technical knowledge of and experience with installing, upgrading, configuring and deploying end-user hardware
Knowledge of Remedy or other ITSM ticketing system


EDUCATION/CERTIFICATIONS:

4+ years supporting Windows OS
ITIL Foundations Certification a plus

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.