IT Systems Support Specialist

2 weeks ago

Independence, Kansas, United States General Dynamics Information Technology Full time

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Customer Support, IT Service Management, Service Desk

Certifications:

Experience:

3+ years of relevant experience

US Citizenship Required:

Yes

Job Overview:

This position offers an exciting opportunity to engage with one of General Dynamics Information Technology's most dynamic programs, the US Battlefield Information Collection and Exploitation System eXtended (US BICES-X). This innovative initiative is dedicated to enhancing Department of Defense intelligence sharing regarding current and emerging global threats. As part of a globally distributed team, you will play a crucial role in supporting military operations and coalition partners.

Your responsibilities will include overseeing the US BICES-X Service Desk at designated locations, providing Tier 0 and Tier 1 user support, incident management, and escalation procedures.

Key Responsibilities:

  • Deliver courteous, professional, and effective customer service.
  • Provide in-person support to military and civilian personnel, as well as international partners.
  • Resolve hardware, software, and application issues during initial contact whenever possible.
  • Screen and diagnose internal inquiries related to personal computer maintenance.
  • Assist remote customers through calls and emails, ensuring efficient ticket creation and tracking.
  • Document incident statuses and solutions using the Microsoft SCSM incident management tool.
  • Maintain a solid understanding of computer systems, peripherals, and common software applications.
  • Guide customers on account requests, email, file access, and other procedures to ensure mission success.
  • Perform Level I/II Active Directory tasks, including account management.
  • Provide solutions to frequently asked questions to enhance customer self-service capabilities.
  • Develop and maintain standard operating procedures for troubleshooting.
  • Follow up with customers to confirm incident resolution.
  • Remotely configure and upgrade software as needed.
  • Apply advanced diagnostic techniques to identify and resolve issues.
  • Offer guidance and mentorship to junior technicians.
  • Stay updated on relevant technologies and participate in special projects as required.
  • May require performing network, systems, and logistics duties.
  • This role involves shift work, including nights, weekends, and holidays.

Required Qualifications:

  • Minimum of 3 years of experience in a related field.
  • AA/AS Degree may substitute for additional experience.
  • Must possess and maintain a Secret Clearance.
  • Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire.
  • Strong teamwork and customer relationship skills are essential.
  • Willingness to travel as required.
  • Ability to meet pre-deployment requirements if travel is necessary.
  • Additional certifications may be required based on job assignment.

Preferred Qualifications:

  • Experience supporting multinational clients is preferred.
  • Experience in deployed environments is advantageous.
  • ITIL Foundations v4 certification is a plus.
  • Physical effort may be required in handling materials and equipment.

This job description is intended to provide a general overview of the responsibilities and qualifications associated with this position. Reasonable accommodations will be considered for individuals with disabilities to perform essential functions.

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