Principal Technician, Help Desk

Arlington, VA
Sep 07, 2017
Sep 18, 2017
Specialty Trades
Full Time
Assist DSCA Customer Support Branch by providing daily administrative and procedural support primarily at the Agency’s DSCA, Arlington VA facility in the management of the U.S. Government’s Security Cooperation programs.

Utilize superior customer service skills to provide Tier I and some limited Tier II support as first-level contact for DSCA HQ personnel.

Understand principles and practices of customer service methods and techniques of providing user assistance.

Follow all standard IT help desk procedures and log all help desk interactions using available tool.

Respond to users requests for technical assistance in person, via phone or electronically.

Provide Voice over Internet Protocol (VoIP) phones service to include configuration and installation, assigning and documenting user assigned phone numbers and provide one-on-one user VoIP training of phone features and capabilities.

Input service requests into DSCA’s and the third party service provider’s service desk trouble ticket system.

Perform CAC Pin resets upon requests from customers.

Act as a liaison between customers and external Service Provider staff to assure accurate problem interpretation and act as a liaison between customers and internal Tier-ll support staff to assure accurate problem interpretation.

Maintain communications with customers during the problem resolution process. Redirect problems to appropriate resource.

Communicate and escalate priority tickets with the Service Provider Customer Relationship (CRM) team or appropriate Service Provider personnel.

Research and help facilitate the resolution and closure of outstanding Service Provider trouble tickets. Perform related duties and responsibilities as required such as provide off hour technical support either remotely or at the primary work site.

Follow up with customers to ensure issue has been resolved and gain feedback from customers.

Receive and process workload assignments from the Business Services Division (BSD) team leaders and/or supervisor through contractor lead. Inform and meet with the technical support team as required in order to discuss new workload assignments, project milestones, and unanticipated delays.

Provide weekly updates to the BSD staff on current work assignments and project workload.

Promptly respond to questions asked by members of the Business Services Division staff in his/her assigned area(s) and provide a prompt, concise, and authoritative answer by coordination with internal and external subject matter experts.

Consolidate and provide customer service survey metrics reports to BSD Staff members.

Track and document user complaints.

Assist with Inventory Management

Maintains current knowledge of relevant technologies as assigned.

 Participates in special projects as required.

Education Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications 8-10 years of directly related experience supporting help desk operations, including supervisory experience.

Security+ certification

Experience provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Have understanding of operational characteristics of a variety of computer hardware, software applications and operating systems. 
Have basic knowledge of network patch panels and switch ports. 
Ability to identify customer issues, develop effective solutions and translate those to development teams.
Experience with Responding to queries either in person or over the phone.
Experience with writing training manuals.
Experience with Training computer users.
Ability to ask questions to determine nature of technical problem and respond to email messages for customers seeking help.
Ability to walk customer through problem-solving process.
Experience with installing or troubleshoot computer peripherals for users.
Exhibit strong communication skills
Experience with managing concurrent projects.
Experienced with MS Office Suite.
Experienced with MS project or similar tool.
Preferred – ITIL Certified
Preferred – Remedy or ServiceNow tool 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.