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Help Desk Technician I in Westwood at General Dynamics Information Technology

Date Posted: 2/6/2019

Job Snapshot

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Job Description

  • Provide level 1 IT support to customers for virtual desktop, PC, server, applications, mobile, network access, and hardware issues.
  • Administer customer requests either by telephone, electronically (email, instant messenger, remote desktop) or face-to-face.
  • Respond to customers promptly, professionally and courteously within established Service Level Agreements Objectives (SLO's).
  • Using MS SCSM Service Desk application, properly document customer support requests and resolve, or escalates requests to level 2/3 support teams.
  • Interact with peers across other IT disciplines towards issue resolution and customer satisfaction.
  • In the process of diagnosing an issue, you may be required to simulate or recreate the problem to help determine resolution.
  • Utilizing the in place ISO 20000 processes and quality improvement methodologies, recommend improvements to processes/systems.
  • Support projects/tasks as required, in addition to level 1 IT Service Desk duties.
  • Must have good communication skills and ability to work within a team environment .
  • The primary work schedule for this position is Monday - Friday, 8:00am - 4:30pm or a similar work shift
  • Afterhours on-call support rotation is a requirement for this position

Job Requirements

  • 1-2 years of directly related experience supporting IT service desk operations
  • Knowledge of customer service principles and practices
  • Experience in responding to customer requests with an emphasis on high customer satisfaction and problem resolution
  • Work output must be detailed for the highest level of accuracy and quality
  • Proficiency in the use of Virtual Desktop, Laptops, PC's, Microsoft Office Applications, Remote Network Access and SCSM Service Desk Application a plus
  • Experience with MS SCSM service desk application portal and 2-factor authentication a plus

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.