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Team Lead Tier 2 Onsite Support Technician in Washington at General Dynamics Information Technology

Date Posted: 4/17/2018

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Job Description

General Dynamics Information Technologies has an opening for Team Lead - Tier 2 Onsite Support Technician in Washington, DC. Candidate will serve as a Lead for Service Desk Tier 2 Onsite Support Technicians who provide friendly, expert support to a high profile customer.

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 and maintenance functional areas. The environment is enterprise based support of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software.

Candidate’s primary responsibilities will be to provide guidance and direction to Tier 2 Onsite Technicians.

Candidate will be responsible for ensuring that Onsite Technicians:

  • Are informed and trained on technologies
  • Have a high level of high profile environmental awareness
  • Provide excellent customer service
  • Are reliable participants of the team
  • Contribute to the team effort of troubleshooting and resolving open incident tickets
  • Are coached on verbal communication skills
  • Perform their duties in accordance with Help Desk procedures
  • Are trained on proper follow-up procedures
  • Undertake certification and other training for professional development

Candidates will also have administrative supervisory responsibilities to include:

  • Monitor and approve timesheets
  • Conduct annual performance reviews
  • Oversee required corporate and administrative actions, such as mandated training

Candidate’s secondary responsibilities will be to provide Onsite Support to  customers.

These duties include but are not limited to supporting customer IT needs over the phone, via remote access, or at desk-side. Troubleshooting all IT related incidents to resolution. Candidate will work as part of team to be sure tickets are being closed within SLA.  

General Responsibilities:

  • Documents and coordinates service requests using HP Servicer Manager
  • Provides phone support, remote and on-site troubleshooting for hardware and software support
  • Communicates with high profile customers in a professional and courteous manner
  • Performs troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals
  • Provides advanced Customer Service Support & Service Delivery functions
  • Installs and supports Windows 7 and 10, MS Office products, Adobe, and other IT applications
  • Configures and maintains wireless mobile devices, including but not limited to Androids and iPhones
  • Provides customers with network technical support
  • Instructs customers and 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
  • Applicant selected must have the ability to obtain and maintain favorable background status. 

Job Requirements

5-8 years of directly related experience supporting help desk operations.

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.