Helpdesk Specialist, Senior (Helpdesk Specialist Manager) - Secret Clearance Required in Arlington at General Dynamics Information Technology

Date Posted: 11/2/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Arlington
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/2/2018
  • Job ID:
    2018-36678

Job Description

Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Acts as the overall lead, manager and administrator for the contracted effort.

Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues. Oversees contractor execution of the contract requirements. Manages acquisition and employment of program/project resources. Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the incumbent troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software. Knowledge of help desk ticketing systems, managed services software, Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.

Job Requirements

Minimum Experience Required:

  • Ten (10) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
  • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
  • Experience with Remedy/Help Desk Management Systems.
  • Demonstrated progressive experience in the management of a technical support team.
  • Demonstrated experience developing and providing Service Level Agreements and Help Desk deliverables.
  • IAT Level II baseline certification in accordance with DoDD 8140.01 “Cyberspace Workforce Management” (or achieve within six months of TOA or hiring)
  • Microsoft Certified Desktop Support Technician (MCDST).Security

Clearance: Secret clearance required at time of hire based upon a SSBI or SSBI-PR completed within the past five years.

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 sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.



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