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Lead Help Desk Technician, job in Tampa

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Job Ref:  2016-15485
Employer:  General Dynamics US
Country:  United States
County/State:  Florida
City:  Tampa
18/10/2016 05:18
Job Description

Interfaces directly with supported users to provide hardware, software, network and applications problem resolution. Is proficient with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred (but not required). Shift work is expected.

Responsibilities: Help Desk Specialists must be able to clearly communicate via phone, portals and instant messaging with end users and engineers. Must have experience troubleshooting core services (file, e-mail, print, web, portal and transport), and support training and certification of other Help Desk Personnel. Professional appearance and written and oral communications skills with customers ranging from entry level to the senior leaders and serve as a positive example to other technicians on the team.

Required Tasks:

  • Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 60000+ customer enterprise.

  • Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.

  • Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.

  • Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world.

  • Determine which function or tier team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.

  • Ability to install, maintain and troubleshoot server, network, system and application issues.

  • Technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems.

  • Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution.


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


5-8 years of directly related experience supporting help desk operations or equivalent combination.

Additional Professional Certifications may substitute for up to 1 year experience.

Required Certifications: CompTIA Security+, Network or A certification.

HDI Certification training Preferred Certifications: MCP and ITIL V3 Foundations.

Security Clearance Level: Candidate must have a TS/SCI.

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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