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Technician, Help Desk - Annapolis Junction, MD

Technician, Help Desk - Annapolis Junction, MD

Requisition ID 
2018-40907
# of Openings 
5
Job Location 
USA-MD-Annapolis Junction
Job Function 
Information Technology
Security Clearance Level 
Top Secret/SCI with Polygraph
Full/Part Time 
Full Time

More information about this job

Job Description

Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.

  • Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Installs, configures, and upgrades computer hardware and software.
  • Provides end-user software troubleshooting and support.
  • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Provides troubleshooting and support.
  • Assists in the administration of e-mail systems.
  • Provides phone and help-desk support for local and off-site users.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.

Position description

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

 

Essential job functions

  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
  • Provides polite and customer friendly service support for problem resolution
  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III 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 II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability 

- Active TS/SCI clearance required (CI poly preferred or must be able to obtain)
- Must possess IAT II certification (CCNA Security, CySa +, GICSP, GSEC, Security + ce, SSCP, CASP CE, CCNP Security, CISA, CISSP, GCED or GCIH)

Education

1. Requires a High School Diploma or GED.

 

2. Associate's Degree preferred.

 

 

 

Qualifications

1-3 years of directly related experience supporting help desk operations or customer service.

 
 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.

 

 

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