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Service Desk Tier III Support Specialist in Washington at General Dynamics Information Technology

Date Posted: 2/17/2018

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Job Description

This contract provides IT support services to a high profile customer in Washington, DC and offices nationwide. The position works in the IT Service Desk functional area. The environment is enterprise based support and installation of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software.

General Dynamics Information Technologies has an opening for a Service Desk Tier III Support Specialist in Washington, DC. Candidate will serve as a member of level Tier I-III Service Desk support staff in providing friendly, expert support to a high profile customer. Candidate will be performing several duties along with 30-35 other support engineers of all levels. These duties include but not limited to, performing ticket documentation and quality assurance checks on assigned tickets, provide advanced service support & service delivery functions, following procedures, supporting customer IT needs via remote access, desk-side support, installation of hardware and software, and other IT-related issues. Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Information Technologies is an EEO/Affirmative Action Employer.

General Responsibilities:

  • Documents Incident with detailed break-fix steps and resolution in HP Service Manager ticketing system.
  • Provides advanced Customer Service Support & Service Delivery functions
  • Communicates with high profile customers in a professional and courteous manner
  • Troubleshoots client OS issues with Win 7, 8.1, 10, Mac OS including OS imaging using Ghost and SCCM
  • Troubleshoots hardware and software issues with HP Proliant Servers running Windows Server 2012, 2016, and Virtual machines, including Prolaint Service Packs and Windows update installation
  • Troubleshoots, installs and supports advanced MS Office products
  • Performs advanced troubleshooting and configuration of the following technologies: Group Policy, Veritas Backup Exec, BSOD dump analysis, Active Directory, Server OS issues, HP ILO, Windows permissions, VPN
  • Troubleshoots advanced network issues including Link speed, DNS, DHCP, and IP conflicts
  • Troubleshoots mobile devices, including iPhones and Androids, utilizing Airwatch mail client.
  • Develops and implements training session for support staff in use of equipment, software, and manuals
  • Possesses the ability to complete multiple simultaneous projects in a timely manner
  • Interfaces with infrastructure, Network Operations, database, and development personnel
  • Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy

Additional Requirements:

  • Excellent customer service skills
  • High level of Professionalism
  • Strong analytical & problem solving skills
  • Effective communication skills
  • Candidate must be able to follow defined procedures and have fine attention to detail.
  • Ability to work with little or no supervision.

Job Requirements

  • Holds at least one current Microsoft certification, server 2008 or later preferred.
  • Holds a current certification in at least one of the following: CompTIA A+, Network+, or Security+.

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.