General Dynamics Information Technology Help Desk Specialist in Washington, District Of Columbia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

No Suitability Required

Job Family:

Customer Support

Job Description:

Desk Side Support Specialist

This position supports the Government Accountability Office (GAO) in its mission to save all US taxpayers money. Our customer is passionate about their mission and we are tasked with keeping their IT services running smoothly, to help them achieve their goals. The auditors in this 3500 user community are subject area experts in all facets of government and industry best practices. We take great pride in supporting their wide scope of technology needs. This position will report directly to the desk side support manager and will interact with GAO employees and CSRA employees. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently or under immediate supervision.

RESPONSIBILITIES:

  • Assist customers and employees in resolving technology problems in a timely manner.

  • Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology.

  • Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM), Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications.

  • Supported Operating Systems: Windows 7/8/10 and MAC

  • Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned.

  • Maintain high level of proficiency with the GAO products and services.

  • When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers.

  • Comply with established operating policies and procedures in order to maintain adequate controls and to support GAO.

  • Assist Manager (or other supervisor as assigned) with project management and execution.

  • Supports equipment moves/adds/changes.

  • Support account moves/adds/deletions with in AD.

  • Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment).

  • Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests.

  • Provide rapid response to customers needing immediate assistance.

  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.

  • Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required.

  • Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards.

  • All help desk duties as requested and as needed.

  • VTC session setups.

  • Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup.

Desired Qualifications and Skills:

  • Education: Demonstrated tech experience. Associate’s degree in technology or Bachelor’s in any field, or the pursuit of such degree, is preferred but not required;

  • Help Desk Institute or Service Desk Institute certification.

  • ITIL Foundations

  • Demonstrated initiative with a strong sense of urgency and purpose;

  • Strong attention to detail;

  • Aptitude and drive for learning new technology;

  • Demonstrated success in customer service and relationship building;

  • Ability to handle multiple tasks and effectively manage assigned workload;

  • Ability to complete multiple projects simultaneously, and in a timely manner;

  • Capable of working independently and within in a team;

  • A certain degree of creativity and latitude is required;

  • Good communication skills (verbal and written);

  • Ability to work with users of all technological skill levels throughout the hierarchy of the organization;

  • A strong grasp of basic hardware and network support principles;

  • Must have thorough knowledge of Microsoft Windows and Office software;

  • Mac, Linux experience is a plus;

  • Front Range ITSM experience is a plus

  • Basic working knowledge of Active Directory

  • Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs.

  • Information Technology: 3 years

Required

U.S. citizens/Green card ONLY due to government or federal requirement

3-6 years of Help Desk experience

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA DC Washington - 441 G St NW (DCC003)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.