Help Desk/Support Specialist, w/Poly in Reston at General Dynamics Information Technology

Date Posted: 10/31/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Reston
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/31/2018
  • Job ID:
    2018-48791

Job Description

Manages the functionality and efficiency of a group of computers running on one or more operating systems.

2:00pm - 10:00pm; Thur - Mon, off Tues/Wed. Service Desk Analyst; General Description:; The Service Desk Analyst is the first point of contact for the users who call the Service Desk. While providing the highest level of customer service, the Service Desk Analyst uses knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support. Work with small team of Service Desk Analysts to meet customer’s service level targets.; Duties and Responsibilities:; Specific duties include but are not limited to the following:; • Serving as the first point of contact for customers seeking technical assistance over the phone or email; • Respond to questions from all emails and callers; • Walk the customer through the problem-solving process; • Become familiar with helpdesk policies and services; • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software; • Performing remote troubleshooting through diagnostic techniques and pertinent questions; • Determining the best solution based on the issue and details provided by customers; • Follow-up and update customer status and information; • Other duties as assigned by the Service Desk Lead;

1. Manages the functionality and efficiency of a group of computers running on one or more operating systems.

2. Maintains the integrity and security of servers and systems.

3. Sets up administrator and service accounts.

4. Maintains system documentation

5. Interacts with users and evaluates vendor products.

6. Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.

7. Develops and monitors policies and standards for allocation related to the use of computing resources.

8. May program in an administrative language.

9. Develops and implements testing strategies and document results.

10. Provides advice and training to end-users.

11. Provides guidance and work leadership to less-experienced staff members.

12. Maintains current knowledge of relevant technologies as assigned.

13. Participates in special projects as required.

Job Requirements

5-8 years of directly related experience in systems administration and analysis.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.



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