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Technician, Systems job in Gaithersburg

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Job Ref:  2016-14607
Employer:  General Dynamics US
Country:  United States
County/State:  Maryland
City:  Gaithersburg
18/10/2016 05:18
Job Description

The preferred candidate will perform Desktop Support functions in a 24/7 commercial hospital environment. This primarily involves providing advanced technical support across a large range of hardware and software while tracking all work in a Remedy ticketing system. It also involves device/department IT moves and basic asset/inventory management functions.

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

Responsibilities include:

  • Troubleshoot and resolve Tier 1 and 2 tickets related to advanced technical and connectivity issues

  • Verify with the end-user that the issue(s) has been resolved and update the ticketing system with triage/resolution specifics

  • Monitor Remedy ticket queues and perform detailed ticket updates to reflect current status of Problem tickets and Service Requests.

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

  • Identify unique or recurring customer/technical problems and provide input to management to prevent recurrence

  • Travel onsite to customer locations as required and/or requested

  • Perform basic asset management functions

  • Perform IT asset/departmental moves

  • Collaborate with development staff to recreate problems in the test environment

  • Actively contribute to on-going process improvement

  • Perform other duties or special projects as assigned


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


  • 1-3 years of experience in related technical field.

  • Certifications in MCP, CCNA, Security +, A+, Network+, ITIL or equivalent experience are a plus

  • Ability to handle clients professionally during all interactions.

  • Strong knowledge of MS operating systems and applications, specifically Windows XP/7/10 and Office

  • Ability to work days/nights, weekends and select holidays as needed

  • Candidates must have a strong sense of ownership, initiative and professionalism

  • Knowledge of Outlook/Exchange, Cisco VPN and wireless technologies

  • Strong written and verbal communication skills

  • Strong organization skills and attention to detail

  • Ability to thrive in a dynamic, multi stakeholder environment.

  • Reliable employment history with strong attendance and punctuality records

  • Ability to engage virtually with geographically dispersed teams

  • Candidates must have a strong sense of ownership; initiative and professionalism

  • Ability to work independently; as well as; in a team 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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