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Tier 1 Help Desk Technician job in Columbia

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Job Ref:  RW239356
Employer:  General Dynamics US
Country:  United States
County/State:  Maryland
City:  Columbia
18/10/2016 05:14
Job Description

General Dynamics IT has openings for Tier 1 Help Desk Technicians to support USDA FSIS in Columbia; MD.

The preferred candidate will assist end-users with technical support in a 24/7 ITIL based Service Desk environment.

The role requires an individual that offers an exceptional level of customer service while providing troubleshooting and technical support via phone. The candidate will rely on experience and judgment as well as pre-established procedures and instructions to identify research and resolve or escalate technical problems. They will document; track and monitor the problem to ensure a timely resolution.

Desired Skills & Experience


  • Troubleshoot and resolve Tier 1 tickets related to technical and connectivity issues for USDA FSIS

  • Escalate advanced technical and connectivity issues to the Tier 2 level

  • Maintain a low average handling time to ensure speed of answer service level agreement is met

  • Utilize ticketing system to document triage/resolution specifics

  • Perform other duties or special projects as assigned

  • Handle clients professionally during all interfaces

  • Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation

  • Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue


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


1-3 years of directly related experience supporting help desk operations.

Certifications in A+; ITIL or equivalent experience are a plus; Strong communication; interpersonal and analytical skills; Strong typing skills to adequately update the ticketing system with triage/resolution specifics; Reliable employment history with strong attendance and punctuality records; Ability and desire to provide excellent customer service to the FSIS/USDA end-user base; Knowledge of MS operating systems and applications; specifically Windows XP/7; Knowledge of VPN; BlackBerry devices and EVDO devices is a plus; Ability to work independently and in a dynamic environment; Ability to work days/nights; weekends and select holidays as needed • Candidates must have a strong sense of ownership; initiative and professionalism • Ability to work independently; as well as; in a team environment • Ability to adapt quickly to new technologies; with a good writing standard in order to convey technical direction • Strong organizational skills; ability to prioritize; multi-task and work in a fast paced environment

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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