Sr Help Desk Specialist
Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software. (a) Responds to and diagnoses problems through discussion with users.(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.(c) Supervises operation of help desk and serves as focal point for customer concerns.(d) Provides support to end users on a variety of issues.(e) Identifies, researches, and resolves technical problems.(f) Responds to telephone calls, email and personnel requests for technical support.(g) Documents, tracks, and monitors the problem to ensure a timely resolution.(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.(j) Simulates or recreates user problems to resolve operating difficulties.(k) 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. Education Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. Security+ CE required Qualifications 3-5 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.