Lead Help Desk Technician

Washington, DC
Mar 20, 2017
Apr 11, 2017
Specialty Trades
Full Time
General Dynamics Information Technologies has an opening for a Service Desk Coordinator 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 in conjunction with 30-35 support engineers of all levels. These duties include but not limited to, performing ticket creation, ticket assignment, ticket review, and quality assurance checks on several Change  queues. Manage a complex scheduling tool to assign technical team for all duties while monitoring required Service Level Agreements (SLAs). 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:

    Assigns tasks/tickets to Tier I-III technicians from HP Service Manager, for Change, Acquisition and Non-Acquisition tickets.Schedules all activities and technician dispatch requests Provides a positive climate for motivationPerforms quality assurance checks on Change,  Acquisition, Non Acquisition for both DC and State tickets using HP Service Manager. Serves as central point for technicians to report all ticket status updatesAnalyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets.Assigns certain duties to technical team and monitors technicians performancePrioritizes ticket assignments based on severityExcellent customer service skills

    Sound organizational skills and ability to multi-task under tight deadlines

    Effective communication skills

    Updates HP Service Manager with complete, accurate and timely information

    Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy


Education Bachelors Degree in Business Administration or a related business discipline, or the equivalent combination of education, professional training or work experience.

Qualifications 5-8 years of related administrative and analytical experience.

  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.