Sr Help Desk Technician (Resource Monitoring) (TS/SCI w/ Poly Required)
General Dynamics Information Technology (GDIT) is looking for Senior Help Desk Technicians to provide technical support on a mission centric 24x7 enterprise operations & data center(s) infrastructure. Candidate will support a wide variety of classified and unclassified networks dispersed over wide geographic regions. The candidate will be responsible for providing service desk Tier 2 support to perform the following duties; technical support and troubleshooting to network, desktop, and/or systems hardware and software. 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. Qualifications
- Must possess a current TS/SCI polygraph clearance
- 3-5 years of directly related experience supporting help desk operations.
- Support the 1st or 2nd shift work schedule in a 24x7 Operations Centers Knowledge of ITIL service management processesKnowledge of desktop operating systems and applications.Knowledge of the principles, methods, and techniques used in computer troubleshooting and support.May require professional certification in one or more specific technologies, depending on job assignment.Ability to identify and evaluate of evidence to guide decision making; use broad in-depth analysis of evidence for problem solving to make decisions and communicate clearly and accurately.Prior work on large, geographically disperse networksProfessional certification in one or more specific technologies is required, depending on job assignment such as Security+, ITSM products, ITIL Foundations, etc.