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Associate Analyst, Systems job in Alameda

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Job Ref:  RW248070
Employer:  General Dynamics US
Country:  United States
County/State:  California
City:  Alameda
18/10/2016 05:13
Job Description

Serve as a Help Desk Analyst for a federal customer located in XXXX. The candidate will also be responsible for answering questions; troubleshooting problems; handling escalated issues and escalating issues to the appropriate technician or engineer. Will be responsible for interacting with the end-user and VIPs. Candidate will be expected to resolve as many calls on first contact as possible and will maintain ticket ownership from the time it is received until it is closed out.

Responsibilities include but not limited to:

  • Receiving all initial customer service requests for all network services; and supported desktop/laptop users via telephone; e-mail; voice mail; or walk-ins;

  • Resolving customer service requests over the telephone; through desktop consultation with users; and/or by using remote management software;

  • Provide direct desktop support; once all information is gathered and telephone consultation proves inadequate to resolve the user's problem;

  • Closing service requests with detailed information of the resolution documented in the Footprints tracking system;

  • Conducting surveys to determine customer satisfaction

  • Operating and maintaining the Footprints tracking system; to include collecting and maintaining user profile data; and creation of reports.

  • Provide assistance with common word processing applications; such as Microsoft Office 2003/2007; Adobe Acrobat; Outlook; and Microsoft Project.

  • Primary focal point for providing end-user; network; and telecommunication support

  • Resolve issues related to workstation operating system; network connectivity; application errors and user login

  • Build and configure PC and laptop workstations. Re-image workstations and use disk utility software for wiping and repairing disks

  • Ensure customer feedback is solicited and analyzed for trends; and potential problems

  • Must be able to develop and follow standard operating procedures and checklists

  • Responsible for developing and following SOP's; checklists; and other technical docs.

  • Serve as a trouble ticket owner from receipt until closeout.

  • Comprehensive understanding of IT customer support

  • The candidate must be able to troubleshoot customer problems and identify issues based on customer supplied information and determine the appropriate escalation path.

  • Knowledge of industry standard Help Desk or Call Center concepts and support methodologies including ITIL

  • As a supervisor; ensure other staff comply with all above requirements

  • The candidate must have outstanding written and verbal skills

  • Must be able to pass a government background investigation


Bachelors Degree in a Computer Science or related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.


0-2 years of directly related computer systems analysis and/or programming experience.

Desired: MCP; HDI; ITIL Foundations; A+ certificate Working Conditions: Standard business work environment. After hours availability for communication; surge and escalation is required. On-call availability and flexibility to work on a varied shift rotation is expected.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial NA approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support NA is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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