Tier 2 Tech

General Dynamics Information Technology San Jose, California 95101
JOB ID: 2018-36765 2/6/2018 7:17:23 AM

   

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Job Description

Job Description:

* Demonstrates a positive customer service attitude.
* Provides technical guidance for directing and monitoring information systems operations.
* Provides support in the translation of business requirements into telecommunications (e.g., LAN, MAN, WAN, Voice and Video) requirements, designs and orders.
* Provides in-depth engineering analysis of telecommunications alternatives for government agencies in support of their strategic modernization efforts and telecommunications enhancement design for medium and large-scale telecommunication infrastructures.
* Provides interface support to telecommunications end users, telecommunications operations personnel, and telecommunications strategic program management.
* Monitors and responds to hardware, software, and network problems.
* Provides the routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, lines, modems, and terminals).
* Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.
* Troubleshoots network systems when necessary and makes improvements to the network.
* Knowledge of and experience using an ITSM tool (ServiceNow, Remedy).
* Knowledge of and experience using an Automatic Call Distributor (ACD) system or other telephony systems.
* Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
* Screens, refers and diagnoses IT service and work requests as they relate to maintenance of personal computers and related enterprise systems.
* Receives, triages and routes tickets to Tier 2 Support as applicable.
* Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
* Installs, configures, and upgrades computer hardware and software.
* Provides end-user software/hardware troubleshooting and support.
* Assists in the administration of e-mail systems and other IT solutions (VDI, Cloud, etc.)
* Knowledge of ITOM/ITIL service support management processes (Incident, Problem, Change, Release, etc.).
* Understands and interprets KPIs, SLAs and other IT Service performance metrics.
* Communicates excellently verbally and in writing.
* Maintains current knowledge of relevant technologies as assigned.
* Participates in special projects as required.

Education

Education:

* Required: Associate’s Degree or higher
* Preferred: Bachelor’s/Master’s Degree or higher
* Preferred Certification: CompTIA A+, ITILv3 Foundation, HDI, etc.
Qualifications

Qualifications:

* 5-15 years’ experience in a fast-paced enterprise IT support environment
* 5-15 years’ experience of basic IT troubleshooting
* 5-15 years’ experience answering high volume help desk technical calls
* Considerable knowledge of and experience with PCs, hardware/software, and operating systems
* Considerable knowledge of and experience supporting Microsoft Office products including Access, PowerPoint, Word, Excel, and Outlook (Microsoft Exchange)
* Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
* Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments.
* Plans and leads major technology assignments.
* Evaluates performance results and recommends major changes affecting short-term project growth and success.
* Functions as a technical expert across multiple project assignments.
* May supervise others.

Security:Top Secret

Location: San Jose, CA - California


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