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

Job Family:
Systems Administration

Job Qualifications:
Skills: Customer Support, IT Service Management, Service Desk

Certifications:
Experience: 3+ years of relevant experience

Citizenship Required:
Yes

Job Overview:

We are seeking a dedicated and innovative professional to join our dynamic team supporting the US Battlefield Information Collection and Exploitation System eXtended (US BICES-X). This program is at the forefront of facilitating DoD intelligence information sharing, addressing both current and emerging global threats.

As part of an internationally distributed team, you will play a crucial role in supporting various combatant commands and their missions.

Your role will involve managing and overseeing the US BICES-X Service Desk, ensuring efficient Tier 0 – 1 user and systems support, incident management, and escalation processes.


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 the first point of contact.
  • Efficiently escalate complex incidents to higher support tiers as necessary.
  • Diagnose and manage internal inquiries related to personal computer maintenance.
  • Handle support requests via phone and email, creating tickets for tracking and escalation.
  • Document incident statuses and solutions using the Microsoft SCSM incident management tool.
  • Maintain a thorough understanding of computers, printers, laptops, and common applications.
  • Guide customers on procedures for account requests and file access.
  • Perform Level I/II Active Directory functions.
  • Provide answers to frequently asked questions and solutions for common issues.
  • Develop and maintain Standard Operating Procedures (SOPs) for troubleshooting.
  • Conduct follow-up actions with customers to ensure issue resolution.
  • Remotely configure and upgrade software as needed.
  • Provide technical support and troubleshooting for end-user software.
  • Analyze customer needs to determine functional requirements.
  • Participate in special projects as required.

Required Qualifications:
  • Minimum of 3 years of experience in a related field.
  • AA/AS Degree, with additional experience considered as a substitute.
  • Must possess and maintain a Secret Clearance.
  • Meet DoD 8570 requirements and be eligible for IAT level II access upon hire.
  • Strong teamwork and professional customer relationship skills are essential.

Preferred Qualifications:
  • Experience supporting multinational clients.
  • Familiarity with deployed environments.
  • ITIL Foundations v4 certification is preferred.

This position may require shift work, including nights, weekends, and holidays. The work environment necessitates adherence to safety protocols and may involve some physical activity related to equipment handling.

Our organization values diversity and is committed to providing equal employment opportunities to all qualified applicants.



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