Service Desk Tier III Support Specialist
This contract provides IT support services to a high profile customer in Washington, DC and offices nationwide. The position works in the IT Service Desk functional area. The environment is enterprise based support and installation of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software. General Dynamics Information Technologies has an opening for a Service Desk Tier III Support Specialist 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 along with 30-35 other support engineers of all levels. These duties include but not limited to, performing ticket documentation and quality assurance checks on assigned tickets, provide advanced service support & service delivery functions, following procedures, supporting customer IT needs via remote access, desk-side support, installation of hardware and software, and other IT-related issues. 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:
- Documents Incident with detailed break-fix steps and resolution in HP Service Manager ticketing system.Provides advanced Customer Service Support & Service Delivery functionsCommunicates with high profile customers in a professional and courteous mannerPerforms troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.Accepts escalations from Tier II technicians to continue remote and on-site supportProvides remote and on-site troubleshooting for hardware and software supportTroubleshoots, installs and supports Windows operating systems, MAC OS, advanced MS Office products, server-related HW/SW issues, and other IT issuesUpgrades software components, applies patches and service packs to workstations and servers.Troubleshoots advanced issues including data backup, domain issues, group policy, permissions, DNS, and other enterprise related issues.Configures and maintains wireless mobile devices, including iPhones and Androids.Provides customers with advanced network technical supportDevelops and implements training session for support staff in use of equipment, software, and manuals Possesses the ability to complete multiple simultaneous projects in a timely mannerInterfaces with infrastructure, Network Operations, database, and development personnelCompletes all corporate requirements in accord with General Dynamics Information Technology corporate policy
- Excellent customer service skillsHigh level of ProfessionalismStrong analytical & problem solving skillsEffective communication skillsCandidate must be able to follow defined procedures and have fine attention to detail.Ability to work with little or no supervision.
- Bachelor’s degree; or 10+ years of related experience and/or training; or equivalent combination of education and experience
- Holds at least one current Microsoft certification, server 2008 or later preferred. Holds a current certification in at least one of the following: CompTIA A+, Network+, or Security+.