Tier II Help Desk Specialist
This Service Desk is a 6:00 AM - 6:00 PM operation Monday through Friday. It operates as a Tier 2 help desk for the Campus Enterprise Infrastructure and as the Single Point of Contact (SPOC) to various government stakeholders utilizing the shared Campus infrastructure. The desk is responsible for supporting 5,000 end users and a shared services Campus infrastructure using an integrated Service Desk/NOC/SOC ITIL environment to optimize FCR and MTTR. The organization is a very fast-paced, changing environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative. Job Responsibilities:Answer incoming client and customer calls (Identifies, researches, resolves technical support issues at a tier 2 level)Acts as a primary interface to business users for all IT support issuesTroubleshoot issues relating to VOIP, AV/VTC/IPTV/Network as end user services at a Tier 2 level without further escalation 95% of the time; escalate all others to Tier 3 as requiredCreate and update Remedy incidents and service requests; support daily and weekly reporting requirementsTrain end users in the use of equipment and software Position Requirements:Create, understand and execute approved escalation proceduresAbility to react to dynamic industry and rapid changes in information technologyAbility to maintain customer focus in the midst of difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers)Ability to manage multiple priorities in a fast-paced environmentExperience supporting large service desk environments at a tier 2 levelFollows escalation procedures when Incidents require escalation to the next level of supportExperience working in an ITIL process-oriented workflow environmentExperience working with multi-tiered ticket handling/resolution systemsProfessional verbal and written communication skills requiredAbility to work well under pressure, meeting multiple deadlinesAbility to work independently with minimum supervisionExperience with Windows and non-Windows server configuration, administration, and monitoringUnderstanding of federal contracting environment a plusParticipate in shift rotation as needed (6AM-2PM; 10AM-6PM)Ability to understand and utilize event monitoring and displays of dashboards with system status to support Tier 2 incidentsAbility to support critical outage events; stand up of conference bridges and act as a key SPOC with various gov't stakeholders to resolve issues quicklyAbility to develop SME experience on one or more systems or applications acting as a "go to" person for other Service Desk Specialists.Contribute to Knowledge Management. Education Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. Certifications:ITIL Foundation V3 requiredHDI certification strongly desired Qualifications 8-10 years of directly related experience supporting information systems operations. Requires 3 - 5 years of experience in a Tier 2, service desk environment supporting enterprise services such as VOIP/AV/VTC/IPTV and large network infrastructuresRequires 2 - 4 years supporting Active Directory based windows platforms. Requires 2-3 years of experience utilizing Remedy ITSM v7.5 or higher Requires strong communication and verbal skills with the ability to work with multiple stakeholders and end users under pressureCandidate may be required to work first or second shift as necessary to fulfill coverage requirements.Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.We will be hiring for multiple positions on Shifts 1 and 2. Please specify which shift you are interested in when you are applying.This position is not shift specific and may require rotation of schedule hours. We will attempt to accommodate specific shifts, but an offer for this position does not stipulate or guarantee a specific schedule or shift. 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.