User Support Specialist

6 hours ago

Fort Belvoir, Virginia, United States General Dynamics Full time
Job Title: User Support Specialist

General Dynamics is seeking a highly skilled User Support Specialist to join our team in Fort Belvoir, VA.

Job Summary:

We are looking for a technical expert to provide top-notch support to our users, ensuring seamless communication and resolution of issues. As a User Support Specialist, you will be the central focal point for all external customer communications, working closely with System Administrators, Field Support Technicians, and Software Developers to provide exceptional support.

Responsibilities:
  • Provide immediate support on all nuclear weapons accountability issues identified by users
  • Perform business hour network monitoring and 24/7 call-in support (on-call support on weekends and after normal business hours of EST)
  • Ensure all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as, determine if there are sufficient controls to escalate issues according to priority
  • Perform user account management per the Account Management Plan
  • Perform advance software installations and upgrades to operating systems and layered software packages
  • Support developing DIAMONDS applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone
  • Provide technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
  • Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability issues
  • Provide system updates and statuses to Government leadership via daily stand up meeting with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed
  • Operate and maintain the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets from users
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walk customers through problem-solving process; follow up with customers to ensure issue has been resolved
  • Collects and evaluates incident reporting practices and operations
  • Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)
Requirements:
  • Education and Experience: Technical Training, Certification(s) or Degree, 5+ years of experience
  • Required: DOD 8570 IAT Level II (ex. CCNA-Security, Security + CE, CND, etc.)
  • Required: Fully adjudicated Secret to start w/TS SCI eligibility
  • Preferred: Nuclear Accountability or reporting experience
What We Offer:

At General Dynamics, we offer a comprehensive benefits package, including medical plan options, dental plan options, vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. We also offer full flex work weeks, paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. Additionally, we provide short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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