General Dynamics Information Technology Site Support Network Engineer Level 2 in Jamaica, New York
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.
Required:Associate’s Degree or higher
Preferred: Bachelor’s/Master’s Degree or higher
Preferred Certification: CompTIA A+, ITILv3 Foundation, HDI, etc.
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.
Job FunctionInformation Technology
Security Clearance LevelTop Secret
Full/Part TimeFull Time