General Dynamics Information Technology

Compensation

Full Description

Job Description: • Provide user support and customer service on company-supported computer applications and platforms • Troubleshoot problems and advise on the appropriate action • Collaborate across all IT teams to support users and managers • Deliver materials following project SLAs • Provide feedback to operations managers after implementation of new technology and assist the troubleshooting process Requirements: • 3+ years of related experience • 1+ years of technical support experience in current desktop and laptop computers, various operating systems to include two or more of the following: Windows 10/11, Mac OS • 1+ years of technical support experience in Office 365 • AA Degree + 1 year related experience OR 3 years of related working experience if no AA degree • Must be a US citizen • Must successfully pass a background check and obtain Public Trust security clearance • Experience using ticketing system (prefer ServiceNow) • Experience with remote desktop management software (prefer Bomgar\Beyond Trust) • Experience with workstation deployment management system (prefer SCCM) • Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer • Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution • Proven ability to meet and/or exceed Service Level Agreements • Strong customer service and end-user equipment support skills • Strong written and oral communication skills • Ability to work within 8:00 am – 8:00 pm EST M-F shift and cover from 12:00 pm – 8:00 pm EST if needed Benefits: • Comprehensive benefits and wellness packages • 401K with company match • Competitive pay and paid time off • Full-flex work week to own your priorities at work and at home • Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave • GDIT Paid Family Leave program provides up to 160 hours of paid leave in a rolling 12 month period for eligible employees • Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance