Help Desk Support Specialist

6 days ago

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

Join General Dynamics Information Technology (GDIT) as a Help Desk Support Service Specialist and be part of a team that delivers consulting, technology, and mission services to every major agency across the U.S. government, defense, and intelligence community.

Job Summary:

We are seeking a skilled Help Desk Support Service Specialist to provide second-tier support to end-users for PC, server, mainframe applications, and hardware. As a Help Desk Support Service Specialist, you will 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.

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.
  • Attempt to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalate incidents to Tier III when required.
  • Document incident status and solutions in incident database tools.
  • Possess current working knowledge of computers, printers, laptops, and common windows applications.
  • Work through various types of Tier I issues with telephone assist.
  • Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
  • Possess comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
  • Possess 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.
  • Required Certification(s): DoD M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract.
What You'll Need to Succeed:
  • 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.
  • Required Certification(s): DoD M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract.
Additional Information:

Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract. Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity. Travel may be required to support the mission.

GDIT is Your Place:

401K with company match. Comprehensive health and wellness packages. Internal mobility team dedicated to helping you own your career. Professional growth opportunities including paid education and certifications. Cutting-edge technology you can learn from. Rest and recharge with paid vacation and holidays.

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