Systems Support Engineer

2 weeks ago

Chantilly, Virginia, United States General Dynamics Information Technology Full time
Position Overview:
Join General Dynamics Information Technology as a Systems Operations Specialist, where you will leverage technology to create opportunities and enhance operational efficiency. In the realm of enterprise IT, your role will be pivotal in connecting and optimizing the systems that are essential for effective agency operations.

Your Impact:
As a Systems Operations Specialist, you will play a crucial role in ensuring the safety of today and the intelligence of tomorrow. Your contributions will directly support the Intelligence Community by providing operational assistance and applying cutting-edge technology.

Key Responsibilities:
  • Deliver tier 1 application helpdesk support to clients.
  • Utilize your technical expertise to assist users with office automation tools, web browsers, databases, and workflow applications.
  • Actively participate in an Agile development team, engaging in daily scrum meetings and Agile ceremonies.
  • Become proficient in the Finance and Travel applications utilized by the organization.
  • Serve as the primary contact for customers seeking assistance with custom web applications.
  • Assess user issues and determine optimal solutions based on provided details.
  • Collaborate with development teams and subject matter experts to resolve user inquiries.
  • Escalate unresolved issues to higher-level support personnel.
  • Manage help requests efficiently, adapting to varying volumes.
  • Document events, problems, and resolutions in the help desk system.
  • Assist with manual testing of new application releases and document findings.
  • Follow up with customers to provide updates on their requests.
  • Gather and relay customer feedback to relevant team members.
  • Identify and recommend improvements to existing procedures.
  • Help create and maintain system support documentation, including FAQs and user guides.

Qualifications:
  • Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
  • Minimum of 5 years of help desk experience.

Required Skills:
  • Exceptional customer service abilities.
  • Advanced knowledge of various web browsers.
  • Proficient in end-user technical support.
  • Experience in remote troubleshooting using diagnostic techniques.
  • Strong written communication skills.
  • Effective time management and problem-solving capabilities.
  • Excellent analytical skills.

Security Clearance:
Top Secret/SCI with Polygraph

Preferred Skills:
  • Familiarity with customer support systems such as Remedy or ServiceNow.
  • Experience with Agile methodologies.
  • Knowledge of Jira and Confluence.
  • Understanding of financial systems.
  • Experience in manual testing of web applications.

Benefits:
General Dynamics Information Technology offers a comprehensive benefits package, including 401K with company match, health and wellness programs, opportunities for professional growth, and paid time off.

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