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Sr Technician, Help Desk in Ft Worth at General Dynamics Information Technology

Date Posted: 1/14/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Ft Worth
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/14/2019
  • Job ID:
    2019-51472

Job Description

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.
  • 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. Recommends systems modifications to reduce user problems.

1. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.

2. Installs, configures, and upgrades computer hardware and software.

3. Provides end-user software troubleshooting and support.

4. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.

5. Provides troubleshooting and support.

6. Participates in the administration of e-mail systems.

7. Provides phone and help-desk support for local and off-site users.

8. Provides guidance and work leadership to less-experienced technicians.

9. Maintains current knowledge of relevant technologies as assigned

10. Participates in special projects as required.

Job Requirements

  • Three (3) years of directly related experience supporting help desk Tier 1 operations, preferably supporting a large-scale government customer.
  • One (1) year of IT Problem Solving/Troubleshooting experience.
  • One (1) year of experience with remote management tools.
  • IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, (or achieve within six months of TOA or hiring)
Active TOP SECRET clearance required.

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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