Lead Technician, Help Desk

General Dynamics Information Technology Fort Meade, Maryland 20755
JOB ID: 2018-36892 2/9/2018 7:32:16 AM




Job Description

Principal Duties and Responsibilities:

As an I2TS IIA Service Desk Specialist the candidate shall:

* Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
* Provides polite and friendly customer service
* Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II when required
* Documents incident status and solutions in incident database tools.
* Possesses current working knowledge of computers, printers, laptops, and common windows applications
* Works through various types Tier I/II issues with telephone assist
* Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
* Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
* Possesses comprehensive knowledge of desktop operating systems and applications

Desirable Skills / Experience:

* Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
* Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
* Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

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


* Required Baseline/Security Environment Certification: CompTIA Security+ CE or equivalent
* Desired Computing Environment Certification: Microsoft Windows 10, or Microsoft Server 2012, or Microsoft Certified Technology Specialist (MCTS)

5-8 years of directly related experience supporting help desk operations.



* Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
* Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

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/SCI

Location: Fort Meade, MD - Maryland