General Dynamics Information Technology Tier 2 Service Desk Specialist in Ft Belvoir, Virginia

Job Description

GENERAL SUMMARY:

GDIT is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the Enterprise Service Desk task order, the INSCOM IT Service Desk will provide 24/7 critical mission C4IM support for HQ INSCOM and its tenant organizations (1st IO Command, ARCYBER and Trojan). The INSCOM IT Service Desk is the single entry point for all incoming trouble calls relating to all C4IM system owned IT assets within HQ INSCOM and its tenant organizations.

Principal Duties and Responsibilities:

An INSCOM ESD Tier 2 Service Desk Specialist

  • 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

  • Provides priority support for Senior Civilian, Military, and VIP users.

  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates to 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

  • 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:

  • 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.

  • Experience working with Remedy or similar ticketing systems.

  • Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Education

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

Qualifications

Experience

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

Certification(s):

  • Required: DoD 8570.01-M IAT Level II Security Environment Certification:CompTIA Security+ CE or equivalent

  • Desired: Computing Environment (CE) Certification such asCompTIA A+, or CompTIA Network+, as is experience with networking and operating systems (Unix/Linux,Windows).

Additional:

  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity#INSCOMESD

#INSCOMESD

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.

Job ID2018-39689

Number of Positions4

Job FunctionInformation Technology

Security Clearance LevelTop Secret/SCI

Full/Part TimeFull Time