Lead Technician, Help Desk
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. General Dynamics Information Technologies has an opening for a Service Desk Tier 2 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 creation and quality assurance checks on assigned tickets, monitoring an Automated Call Distribution (ACD), following procedures, supporting customer IT needs over the phone or via remote access, desk-side support, 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 and coordinates service requests using HP Servicer ManagerProvides phone support, remote and on-site troubleshooting for hardware and software supportCommunicates with high profile customers in a professional and courteous mannerPerforms troubleshooting to isolate and diagnose IT problems on desktop equipment and peripheralsProvides advanced Customer Service Support & Service Delivery functions Installs and supports Windows 7 and 10, MS Office products, Adobe, and other IT applicationsConfigures and maintains wireless mobile devices, including but not limited to Androids and iPhonesProvides customers with network technical supportInstructs customers and support staff in use of equipment, software, and manuals Possesses the ability to complete multiple simultaneous projects in a timely mannerInterfaces with infrastructure, Network Operations, database, and development personnelCompletes all corporate requirements in accord with General Dynamics Information Technology corporate policy
- Excellent customer service skillsHigh level of ProfessionalismStrong analytical & problem solving skillsEffective communication skillsCandidate must be able to follow defined procedures and have fine attention to detail.Ability to work with little or no supervision.
- Associates degree; or 5+ years of related experience and/or training; or equivalent combination of education and experience, or holds one or more of: MCP, MCSE, or MCSA certifications
- Windows 10 certification preferredA+ Certification preferred