IT Support Specialist

1 week 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:

We are seeking a motivated and innovative professional to contribute to a pivotal program focused on enhancing Department of Defense intelligence information sharing. The role involves working within a globally distributed team that supports various combat commands, directly aiding military operations and missions. You will engage in a collaborative environment dedicated to delivering an enterprise network that optimizes performance, security, and scalability while minimizing costs and complexity.

Key Responsibilities:

  • Deliver courteous and efficient customer service.
  • Provide in-person support to military and civilian personnel, as well as international partners and students.
  • Resolve hardware, software, and application issues during initial contact, escalating complex incidents as necessary.
  • Assess and diagnose internal inquiries related to personal computer maintenance and associated systems.
  • Handle remote support requests via phone and email, documenting incidents and tracking resolutions.
  • Maintain detailed records of incident statuses and solutions using the incident management database.
  • Possess comprehensive knowledge of computer systems, peripherals, and common software applications.
  • Guide customers on account management, email, file access, and other local procedures to ensure operational success.
  • Execute Level I/II Active Directory tasks, including account management.
  • Provide solutions to frequently asked questions to enhance customer self-service capabilities.
  • Conduct follow-ups with customers to confirm incident resolution.
  • Remotely configure and upgrade software as needed.
  • Apply advanced diagnostic techniques to identify and resolve issues effectively.
  • Offer mentorship to junior technicians and oversee limited supervisory tasks.
  • Stay informed about relevant technologies and participate in special projects as required.
  • Be prepared to perform network, systems, and logistics duties as needed.
  • This position may require shift work, including nights, weekends, and holidays.

Required Qualifications:

  • Minimum of 3 years of experience in a related field.
  • Associate's degree or equivalent experience.
  • Must possess and maintain a Secret Clearance.
  • Compliance with DoD 8570 requirements 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, including medical and psychological evaluations.
  • Additional certifications may be necessary based on job assignment.
  • Availability to start within a specified timeframe after clearance approval.

Preferred Qualifications:

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

The above job description is not exhaustive and may evolve as necessary to meet organizational needs.



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