IT 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:

We are seeking a motivated and innovative professional to contribute to a prominent program focused on enhancing Department of Defense intelligence sharing capabilities. This role is integral to a diverse team dedicated to supporting military operations and coalition partners. As part of this dynamic group, you will play a key role in delivering a robust Enterprise Network that enhances performance, security, and scalability while optimizing costs.

This position entails overseeing the Service Desk operations, providing Tier 0 - 1 user and systems support, managing incident responses, and facilitating escalations as necessary.

Key Responsibilities:

  • Deliver courteous and professional 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 inquiries related to personal computer maintenance and associated systems.
  • Assist remote customers via phone and email, ensuring effective incident resolution.
  • Create and manage tickets for tracking support requests and escalate issues as needed.
  • Document incident details and solutions using the incident management database.
  • Maintain current knowledge of desktop operating systems and applications.
  • Guide customers on account requests, email, and file access procedures.
  • Perform Level I/II Active Directory tasks such as account management.
  • Provide solutions to common problems as part of a self-help resource.
  • Develop and maintain standard operating procedures for troubleshooting.
  • Follow up with customers to confirm resolution of issues.
  • Remotely configure and upgrade software as necessary.
  • Offer guidance and mentorship to junior technicians.
  • Analyze customer needs to identify functional requirements.
  • Stay updated on relevant technologies.
  • Participate in special projects as required.
  • Occasionally perform network and systems duties.
  • This role may require shift work, including nights and weekends.

Required Qualifications:

  • Minimum of 3 years of experience.
  • AA/AS Degree or equivalent experience.
  • Must possess and maintain a Secret Clearance.
  • Must meet DoD 8570 requirements for IAT level II access.
  • Strong teamwork and customer relationship skills are essential.
  • Willingness to travel as needed.
  • Ability to meet pre-deployment requirements if necessary.
  • Additional certifications may be required based on job assignment.
  • Must be available to start within 30 days of clearance approval.

Preferred Qualifications:

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

The responsibilities outlined above are not exhaustive and may evolve as necessary. Reasonable accommodations will be considered for individuals with disabilities to perform essential job functions.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

International

Total Rewards at General Dynamics Information Technology:

Our comprehensive benefits package includes various medical plans, dental and vision options, and a 401(k) plan with company matching. We prioritize work/life balance by offering flexible work arrangements and generous paid time off policies. Additional offerings include disability benefits, life insurance, and travel accident insurance. We continually assess our Total Rewards package to ensure it meets the needs of our employees.

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