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Tier 2 Tech in Seattle at General Dynamics Information Technology

Date Posted: 6/19/2018

Job Snapshot

Job Description

Job Description:

  • Demonstrates a positive customer service attitude.
  • Provides technical guidance for directing and monitoring information systems operations.
  • Provides support in the translation of business requirements into telecommunications (e.g., LAN, MAN, WAN, Voice and Video) requirements, designs and orders.
  • Provides in-depth engineering analysis of telecommunications alternatives for government agencies in support of their strategic modernization efforts and telecommunications enhancement design for medium and large-scale telecommunication infrastructures.
  • Provides interface support to telecommunications end users, telecommunications operations personnel, and telecommunications strategic program management.
  • Monitors and responds to hardware, software, and network problems.
  • Provides the routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, lines, modems, and terminals).
  • Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.
  • Troubleshoots network systems when necessary and makes improvements to the network.
  • Knowledge of and experience using an ITSM tool (ServiceNow, Remedy).
  • Knowledge of and experience using an Automatic Call Distributor (ACD) system or other telephony systems.
  • Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
  • Screens, refers and diagnoses IT service and work requests as they relate to maintenance of personal computers and related enterprise systems.
  • Receives, triages and routes tickets to Tier 2 Support as applicable.
  • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Installs, configures, and upgrades computer hardware and software.
  • Provides end-user software/hardware troubleshooting and support.
  • Assists in the administration of e-mail systems and other IT solutions (VDI, Cloud, etc.)
  • Knowledge of ITOM/ITIL service support management processes (Incident, Problem, Change, Release, etc.).
  • Understands and interprets KPIs, SLAs and other IT Service performance metrics.
  • Communicates excellently verbally and in writing.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.


Job Requirements


  • 5-15 years’ experience in a fast-paced enterprise IT support environment
  • 5-15 years’ experience of basic IT troubleshooting
  • 5-15 years’ experience answering high volume help desk technical calls
  • Considerable knowledge of and experience with PCs, hardware/software, and operating systems
  • Considerable knowledge of and experience supporting Microsoft Office products including Access, PowerPoint, Word, Excel, and Outlook (Microsoft Exchange)
  • Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
  • Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments.
  • Plans and leads major technology assignments.
  • Evaluates performance results and recommends major changes affecting short-term project growth and success.
  • Functions as a technical expert across multiple project assignments.
  • May supervise others.