Help Desk Support Specialist

6 hours ago

Charlottesville, Virginia, United States General Dynamics Information Technology Full time
Job Title: Help Desk Support Service Specialist

Transform technology into opportunity as a Help Desk Support Service Specialist with General Dynamics Information Technology. A career in enterprise IT means connecting and enhancing the systems that matter most.

Job Summary:

We are seeking a skilled Help Desk Support Service Specialist to join our team. As a Help Desk Support Service Specialist, you will provide second-tier support to end-users for PC, server, mainframe applications and hardware. You will handle problems that the first-tier of help desk support is unable to resolve and interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Key Responsibilities:
  • Provide second-tier support to end-users for PC, server, mainframe applications and hardware.
  • Handle problems that the first-tier of help desk support is unable to resolve.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend systems modifications to reduce user problems.
  • Maintain currency and high level of technical skill in field of expertise.
  • Escalate more complex problems to Senior Level.
  • Provide first contact and incident resolution to customers with hardware, software, and application problems.
  • Perform systems administration of desktop systems connected to local and wide area networks.
  • Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
  • Provide support for implementation, troubleshooting and maintenance of IT systems.
  • Manage IT system infrastructure and any processes related to these systems.
  • Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
  • Provide polite and friendly customer service.
  • Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
  • Documents incident status and solutions in incident database tools.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Works through various types Tier I issues with telephone assist.
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
  • Possesses comprehensive knowledge of desktop operating systems and applications.
Requirements:
  • **Education:** Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 years of experience.
  • Preferred Skills/Experience:
  • Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
  • Knowledge of the principles, methods, and techniques used in network and systems administration and support.
  • Knowledge of related hardware and software.
  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
  • Imaging of Computers and/or configuring of their BIOS (SCCM / PXE Boot).
  • 1 Year DoD experience.
  • NOSC support experience, including problem resolution and incident tracking.
  • Imaging of Computers and/or configuring of their BIOS (SCCM / PXE Boot).
  • Clearance Level: TS/SCI.
  • Required Certification(s):
  • DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract.
  • IAT II 8570/8140 Baseline Certification Security+ or equivalent.
What You'll Need to Succeed:

We are looking for a skilled and experienced Help Desk Support Service Specialist to join our team. If you have a strong background in IT support and are looking for a challenging and rewarding role, we encourage you to apply.

About General Dynamics Information Technology:

General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation.

We are committed to creating a safer, smarter world by harnessing the power of deep expertise and advanced technology. We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day.

We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and paid time off. We are an equal opportunity employer and welcome applications from diverse candidates.

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