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Sr Technician, Help Desk job in Washington

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Job Ref:  2016-14215
Employer:  General Dynamics US
Country:  United States
County/State:  D.C.
City:  Washington
18/10/2016 05:18
Job Description

This contract provides IT support services to a high profile customer in Washington, DC and offices nationwide. The position works in the IT Service Desk and maintenance functional areas. The environment is enterprise based support of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software.

General Dynamics Information Technologies has an opening for a Service Desk Tier I Support Specialist in Washington, DC. Candidate will serve as a member of level Tier I-III Service Desk support staff in providing friendly, expert support to a high profile customer. Candidate will be performing several duties along with 30-35 other support engineers of all levels. These duties include but not limited to, performing ticket creation and quality assurance checks on assigned tickets, monitoring an Automated Call Distribution (ACD), following procedures, supporting customer IT needs over the phone or via remote access, desk-side support, and other IT-related issues. Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Information Technologies is an EEO/Affirmative Action Employer.

General Responsibilities:

  • Documents and coordinates service requests using HP Servicer Manager

  • Provides phone support, remote and on-site troubleshooting for hardware and software support

  • Communicates with high profile customers in a professional and courteous manner

  • Performs troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals

  • Provides advanced Customer Service Support & Service Delivery functions

  • Installs and supports Windows 7, MS Office products, Adobe, and other IT applications

  • Configures and maintains wireless mobile devices, including but not limited to Androids and iPhones

  • Provides customers with network technical support

  • Instructs customers and support staff in use of equipment, software, and manuals

  • Possesses the ability to complete multiple simultaneous projects in a timely manner

  • Interfaces with infrastructure, Network Operations, database, and development personnel

  • Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy

Additional Requirements:

  • Excellent customer service skills

  • Strong analytical & problem solving skills

  • Effective communication skills

  • Candidate must be able to follow defined procedures and have a fine attention to detail.

  • Ability to work with little or no supervision.


High School diploma; or 2+ years of related experience and/or training; or equivalent combination of education and experience, or holds one or more of: MCP, MCSE, or MCSA certifications


2-3 years of directly related experience supporting help desk operations.

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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