Technical Support Analyst

2 weeks ago

Chantilly, Virginia, United States General Dynamics Information Technology Full time
Join Our Team as a Systems Operations Specialist
Transform technology into opportunity with General Dynamics Information Technology (GDIT). A career in enterprise IT means connecting and enhancing the systems that are crucial for operational success. At GDIT, you will be at the forefront of innovation, playing a significant role in improving agency operations.

Your Impact as a Systems Operations Specialist
As a Systems Operations Specialist, you will contribute to ensuring a secure and intelligent future. Your responsibilities will include applying cutting-edge technology and providing operational support to deliver actionable insights for the Intelligence Community. Your work will hold meaning and impact as you strive to deliver excellence every day.

Key Responsibilities:
  • Provide tier 1 application helpdesk support to users.
  • Utilize your technical expertise to assist customers with office automation products, web browsers, databases, and workflow applications.
  • Actively participate in an Agile development team, attending daily scrum meetings and contributing to Agile ceremonies.
  • Become proficient in the Finance and Travel applications supported by the organization.
  • Serve as the primary contact for customers seeking technical assistance with custom web applications.
  • Analyze user requests to determine the best solutions based on the provided details.
  • Collaborate with development teams and subject matter experts to resolve user issues effectively.
  • Manage help requests efficiently, adjusting to varying volumes.
  • Document events, problems, and resolutions in the help desk system.
  • Assist with manual testing of new application releases and document results.
  • Follow up with customers to provide status updates and gather feedback.
  • Contribute to the creation and maintenance of system support documentation, including FAQs and user guides.

Qualifications:
  • Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
  • 5+ years of help desk experience.

Required Skills:
  • Strong customer service orientation.
  • Advanced knowledge of multiple web browsers.
  • Proficient in end-user technical support.
  • Experience in remote troubleshooting through diagnostic techniques.
  • Effective communication and writing skills.
  • Excellent time management and problem-solving abilities.

Security Clearance:
Top Secret/SCI with Polygraph

Preferred Skills:
  • Experience with customer support systems like Remedy or ServiceNow.
  • Familiarity with Agile development methodologies.
  • Knowledge of financial systems and experience in manual testing of web applications.

Why GDIT?
At GDIT, we offer a comprehensive benefits package, including 401K with company match, health and wellness programs, and opportunities for professional growth. Join us in creating a safer, smarter world through technology and innovation. GDIT is an Equal Opportunity/Affirmative Action employer, committed to diversity and inclusion in the workplace.

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