Help Desk Technician
General Dynamics is seeking an energetic and dynamic Tier 1 Agent in the IT Service Center to serve the University of Maryland University College at our Largo, MD location. The Associate Help Desk Technician should have a mix of technical and customer service skills, and be passionate about technology and helping people they encounter digitally or via phone on a day to day basis. In addition, candidates must have outstanding organizational and analytical skills, along with a sense of urgency. This positon will report to one of the Supervisors within the UMUC program. The Tier 1 Agent in the IT Service Center provides technical support and troubleshooting to UMUC-SC systems and applications. The Tier 1 Agent uses basic office equipment and technology such as telephones, email, and web browsers to perform their duties. The Tier 1 Agent must be able to respond to consumer inquiries according to established guidelines learned through program training. The Tier 1 Agent reports directly to the IT Service Center Supervisor.JOB RESPONSIBILITIES:Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related UMUC systems and applications.Provides end-user software troubleshooting and support.Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.Provides troubleshooting and support for UMUC systems such as LEO and myUMUC.Assists in the administration of e-mail systems.Provides phone and help-desk support for local and off-site users.Analyzes customer needs to determine functional and cross-functional requirements.Maintains current knowledge of relevant university technologies as assigned.Maintains up to date knowledge of program and company regulations and policies and support those policies and proceduresAdhere to UMUC policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)Practice GDIT Core Values and act as a role modelMay be required to work GDIT scheduled holidays and other non-regular business hoursParticipates in special projects as required; performs other duties as assigned.Will be required to successfully complete periodic program-specific trainingRegular and predictable attendance is required.May be required to work off-shift as necessary, to include night and weekend hours. Education
- Associate’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience required. At least 6 months of directly related experience supporting help desk operations. Familiarity with the following commercial software products:
- Windows 8, 2000, XP, Vista Macintosh OS X Mozilla Firefox 2 and higher Microsoft Internet Explorer 6 and higher Safari 1.2 and higher MS Office 2000, 2003, 2004, XP, 2007, 2010, 2013 (Word, Excel, Access, PowerPoint, Outlook, Project, Visio, & OneNote) Various firewall and Anti-virus software (Norton, McAfee, etc.) Various Plug-ins for Netscape, Firefox and Internet Explorer
- At least 6 months years of directly related experience supporting help desk operations. Knowledge of principles, methods, and techniques used in computer troubleshooting and support. Knowledge of desktop operating systems and applications. May require professional certification in one or more specific technologies, depending on job assignment. Ability to communicate effectively, both verbally and in writing. Uses good judgment to make decisions and proactively problem solve, as required. Ability to work effectively within established contractual turnaround times.Must have demonstrated excellent listening and interpersonal skills and the ability to organize simultaneous tasks.