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User Support Specialist

2 months ago

Albuquerque, New Mexico, United States General Dynamics Information Technology Full time

Job Summary:

We are seeking a highly skilled User Support Specialist to join our team at General Dynamics Information Technology. As a User Support Specialist, you will be responsible for providing technical assistance and support to users of computer systems, hardware, and software.

Key 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)
  • 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: Security Clearance: Fully adjudicated Secret to start w/TS SCI eligibility
  • Preferred: Nuclear Accountability or reporting experience
  • Occasional Travel: 10% or less
  • Telework eligible, this is system and mission specific