Engineer, SystemsPosted: November 11, 2009
General Dynamics Information Technology is a top-tier IT integrator that provides information technology, systems engineering and professional services to customers in the defense, intelligence, homeland security, federal civil and commercial sectors. With 16,000 professionals worldwide, the company has the customer knowledge, domain expertise and proven performance to manage large-scale, mission-critical IT programs. General Position Description for Help Desk/Desktop Support Specialist: General Dynamics Network Systems Signal Solutions, Inc. has an opening for a Help Desk/Desktop Support Specialist in Washington, DC. Candidate will serve as a member of level Tier 2-3 Help Desk support staff and Tier 1-2 Desktop support in providing friendly, expert support to a high profile customer. Candidate will be performing several duties along with 30-35 other support engineers of all levels. These duties include but not limited to, performing quality assurance checks on assigned tickets, following procedures, supporting customer IT needs over the phone or via remote access, desk-side support, server support and other high level problem resolution.. Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Network Systems is an EEO/Affirmative Action Employer. Education and/or Experience Requirements: Bachelors degree preferred. MCP required. MCSE preferred. Three plus years of experience providing service on a help desk. Customer Service skills a must and willingness to learn custom environment. Candidates must have experience with a call tracking application and Service level Agreements (SLA). Candidates will be required to meet strict service level agreements and documentation standards. Special Skills Required: Bachelors degree preferred. MCP required. Quick analysis of hardware and software issues. Experience and technical skills in Windows 2000/03 workstation and server, MS Exchange, Veritas Back-up Exec, TCP/IP, MS Office Suite, MS Outlook, LAN/WAN, Remote access and Blackberry devices. Must possess quick decision making skills for problem resolution. Customer Service skill experience required. Requires BS/BA degree. Requires 2-5 years experience. General Responsibilities: • Performs troubleshooting to diagnose IT problems on desktop equipment • Installs and supports Windows 2000, 2003 servers • Upgrades network hardware and software components as required • Installs, upgrades, and configures network printing, rights, security, and software on file servers • Provides customers with network technical support • Responds to the needs and questions of customer concerning the access of resources on the network • Establishes network customers, customer environment, directories and security for networks being installed • Work is complex and performed by professionals with little or no supervision • Installs and supports Windows network • Escalate issues when SLAs cannot be met - Escalation must occur when employee becomes aware of an issue that could allow the SLA to be missed • Conducts validation of ticket information to ensure completeness and accuracy • Performs troubleshooting to isolate and diagnose common problems • Seeks technical advice from Team Leads Please refer to job code 162054 when responding to this ad.
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