TS Cleared - Sr Technician, Help Desk

General Dynamics Information Technology Fort Worth, Texas 76101
JOB ID: 2018-35784 1/12/2018 4:51:02 AM

   

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Job Description

Are you looking for a new and exciting career to help boost your technical support experience? Do you enjoy helping others? If so the Federal Bureau of Investigation (FBI) here at General Dynamics Information Technology is looking to add new members to our Chantilly, VA team.

GDIT has an immediate opportunity for an Associate Helpdesk and seeking energetic and creative individual. The individual Associate Helpdesk must be able to evaluate the call in order to troubleshoot the applications and server before escalating to next level.

Position:

Perform activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Responsibilities:

* Provide IT support to all customers
* Receive customer IT queries by multiple methods (phone, self-service,)
* Provide the necessary information in the ticket in the event the

ticket is passed to another solver group

* Triage and troubleshoot tickets submitted
* Change and reset passwords on all FBI enclaves
* Provide desktop software application assistance and installation
* Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
* Remotely access the end-users desktop to provide support
* Provide customers with status of the ticket and serve as primary Support
* Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
* Provide expert technical support to customers having varying levels of computin skills
* Provide detailed diagnostic summary for the next tier level support
* Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

Qualifications:

* Some college or equivalent experience; technical coursework
* Entry level with some prior experience providing technical support in a business environment.
* Excellent oral and written communications skills with customers and peers; tactful and effective customer communications.
* Strong team player
* Ability and willingness to evaluate and learn new technologies and apply them effectively.

Special Position Requirements

* United States citizenship
* Must have active Top Secret
* Ability to speak and communicate fluently in English language

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Education

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications

3-5 years of directly related experience supporting help desk operations.

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Security:Top Secret

Location: Fort Worth, TX - Texas


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