Manages the functionality and efficiency of a group of computers running on one or more operating systems.
2:00pm-10:30pm Saturday-Wednesday (off Thursday/Friday) Service Desk Analyst. General Description: The Service Desk Analyst is the first point of contact for the users who call the Service Desk. While providing the highest level of customer service, the Service Desk Analyst uses knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support. Work with small team of Service Desk Analysts to meet customer's service level targets.
Duties and Responsibilities:
Specific duties include but are not limited to the following:
Serving as the first point of contact for customers seeking technical assistance over the phone or email
Respond to questions from all emails and callers
Walk the customer through the problem-solving process
Become familiar with helpdesk policies and services
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Follow-up and update customer status and information
Other duties as assigned by the Service Desk Lead
Proven experience as a help desk technician or other customer support role
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Excellent oral and written communication skills
Solid understanding of Microsoft Office Tools
Good understanding of computer systems, mobile devices and other tech products
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
Ability to diagnose and resolve basic technical issues
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Experience working with a service desk or ticketing tool
Ability to work with or without direct supervision.
1.Manages the functionality and efficiency of a group of computers running on one or more operating systems.
2.Maintains the integrity and security of servers and systems.
3.Sets up administrator and service accounts.
4.Maintains system documentation
5.Interacts with users and evaluates vendor products.
6.Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.
7.Develops and monitors policies and standards for allocation related to the use of computing resources.
8.May program in an administrative language.
9.Develops and implements testing strategies and document results.
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
2-5 years of directly related experience in systems administration and analysis.
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.
General Dynamics Information Technology