Tier 2 Tech

General Dynamics Information Technology Jamaica, New York 11405
JOB ID: 2018-36769 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: High School diploma or GED certification
* Preferred: Associate’s Degree or higher
* Preferred Certification: CompTIA A+, ITILv3 Foundation, HDI, etc.
Qualifications

Qualifications:

* 1-4 years’ experience in a fast-paced enterprise IT support environment
* 1-4 years’ experience of basic IT troubleshooting
* 1-4 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)
* Applies fundamental concepts, processes, practices, and procedures on technical assignments.
* Performs work that requires practical experience and training.
* Work is performed under supervision.

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: Jamaica, NY - New York


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