Analyst, Systems

Job Title Analyst, Systems Job ID Number 159336 Company General Dynamics Information Technology Location Washington, DC Job Category Information Technology Job Description 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. Serve as a Sr. Systems Desk Analyst for a customer located in the DC area. The candidate will also be responsible for answering questions, troubleshooting problems, and solving escalated issues when necessary. Will be responsible for interacting with the end-user and VIPs. As a Sr. Analyst, candidate will receive many escalations and will be expected to resolve as many issues on first attempt as possible and will maintain ticket ownership from the time it is received until it is closed out. Responsibilities include but not limited to: ? Provide Tier II/III support for Field locations and Tier III escalation support to Help Desk team ? Provide on-site support from 7:30 a.m. to 6:30 p.m. Monday through Friday, except for Federal Holidays; ? Support customer service requests for all network services, and supported desktop/laptop users via telephone, e-mail, voice mail, or walk-ins; ? Resolving customer service requests over the telephone, through desktop consultation with users, and/or by using remote management software; ? Provide direct desktop support, once all information is gathered and telephone consultation proves inadequate to resolve the users problem; ? Closing service requests with detailed information of the resolution documented in the Footprints tracking system; ? Operating and maintaining the Footprints tracking system, to include collecting and maintaining user profile data, and creation of reports. ? Provide assistance with common word processing applications, such as Microsoft Office 2003/2007, Adobe Acrobat, Outlook, and Microsoft Project. ? Escalation point for providing end-user, network, and telecommunication support ? Resolve issues related to workstation operating system, network connectivity, application errors and user login ? Build and configure PC and laptop workstations. Re-image workstations and use disk utility software for wiping and repairing disks ? Ensure customer feedback is solicited and analyzed for trends, and potential problems ? Must be able to develop and follow standard operating procedures and checklists ? Responsible for developing and following SOPs, checklists, and other technical documents. ? Serve as a trouble ticket owner from receipt until closeout. ? Comprehensive understanding of IT customer support ? Knowledge of industry standard Help Desk or Call Center concepts and support methodologies, including ITIL. ? The candidate must have outstanding written and verbal skills ? Must be able to pass a government background investigation

Requires BS/BA degree. Requires 2-5 years experience. MCP, A+ certificate desired

Apply Online Directly with General Dynamics Information Technology

Please refer to job code eneraldynamics-39594 when responding to this ad.

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Location:	Washington, DC
County:	District Of Columbia County
ZIP Code:	20001
Pay Rate:	Open
Job Terms:	full time
Company:	General Dynamics
Phone:	email only please
Fax:	email only please