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Senior Desktop Support Technician in Philadelphia at General Dynamics Information Technology

Date Posted: 3/10/2018

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Job Description

The Senior Desktop Support Technician leads and provides Deskside/Tier II as well as remote support to end-users including Senior Executive Service (SES) personnel. Must demonstrate very strong interpersonal skills as well as provide excellent customer service. The Senior Desktop Support Technician’s responsibilities include:

  • Has excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
  • Provides timely feedback to end users on their IT service requests/IT problem tickets
  • Provides quality Deskside/Tier II as well as remote support to end users
  • Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
  • Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, desktop applications, networks, printers and computer peripherals
  • Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
  • Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
  • Provides Tier II Unified Communications support
  • Supports a virtualized infrastructure environment
  • Administers network/systems security
  • Strong understanding of ITIL/ITOM processes and procedures
  • Strong understanding and interpretation of workflows to facilitate timely routing/escalation of IT issues/service requests to the appropriate swim lanes/POCs
  • Provides technical support and training to end-users
  • Maintains current knowledge of relevant technology as assigned
  • Participates in special projects as required

Job Requirements

i) 3-5 years of directly related experience providing Deskside/Tier II and remote support to end users

ii) Significant demonstrated hands-on experience with ITSM tools (ServiceNow, Remedy)

iii) Significant demonstrated hands-on experience with Operating Systems (Windows, Mac, and others)

iv) Considerable demonstrated experience administering Active Directory

v) Experience with VDI Infrastructure

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. 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.