Technical Support Specialist
2 weeks ago
Regular
Clearance Level Required:
Top Secret/SCI
Job Family:
SCA
Job Overview:
As a Technical Support Specialist, you will play a crucial role in transforming technology into opportunities within the enterprise IT sector. Your contributions will enhance the operational capabilities of various agencies.
Key Responsibilities:
Under general supervision, you will:
1. Provide second-tier support to end-users for various applications and hardware.
2. Address issues that first-tier support cannot resolve, collaborating with network services and software engineering teams as necessary.
3. Simulate user problems to identify and rectify operational difficulties.
4. Recommend system modifications to mitigate user issues.
5. Maintain a high level of technical proficiency in your area of expertise.
6. Escalate complex problems to senior-level support when needed.
7. Offer first contact resolution for hardware, software, and application issues, including both phone and electronic support.
System Administration:
Manage desktop systems connected to local and wide area networks, including:
- Account monitoring and creation
- Security management
- Operating System installation
Real-Time Monitoring:
Monitor systems and networks in a real-time environment, initiating fixes or escalating issues to higher-tier administrators.
IT Support:
Provide comprehensive support for IT systems, ensuring smooth day-to-day operations and problem resolution for client/server, storage, network, and mobile devices.
Customer Service:
Deliver friendly and efficient customer service, striving to resolve incidents during the first contact whenever possible. Document incident statuses and solutions in the incident database.
Qualifications:
Education:
Associate's Degree with 7 years of experience, or Bachelor's Degree with 5 years of experience.
Preferred Skills:
- Daily interaction with customers to guide them on account requests and procedures.
- Knowledge of network and systems administration principles.
- Experience with STIGs & IAVA implementation, imaging systems, and Active Directory functions.
Clearance Requirements:
TS/SCI
Certifications:
DoD M IAT Level II/8140 Computing Environment Certification required prior to support on contract.
Work Environment:
On-site support required. Candidates must be willing to obtain a CI Polygraph for certain positions as determined by the contract.
About General Dynamics Information Technology:
We are a global technology and professional services company dedicated to delivering innovative solutions to the U.S. government, defense, and intelligence community. Our experts leverage technology to create immediate value and drive advancements in digital modernization, AI/ML, Cloud, Cyber, and application development.
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