End User Svcs Technician II

General Dynamics - Ordnance and Tactical Systems (AR,ME,NE,OH,VT); Lincoln (NE); On-site; USD 40,000 - 55,000; Full time

Job summary

General Dynamics - Ordnance and Tactical Systems in Lincoln, Nebraska, is seeking a technical support professional to assist internal users with computer applications and hardware. You will respond to technical issues via phone and email, documenting and resolving problems while adhering to service levels.

Qualified candidates will have a Vocational/Technical Training Degree with 1-2 years of experience in a similar role. This position may require you to work outside normal business hours and offers a collaborative team environment.

Qualifications

• 1-2 years of experience in technical support or help desk.
• Equivalent combination of relevant education and experience.

Responsibilities

• Respond to end-user requests for technical assistance via phone or email.
• Troubleshoot and resolve basic computer and application issues.
• Document, track, and resolve reported problems.

Skills

Computer Troubleshooting

End-User Training

Escalation Management

Help Desk / Desktop Support

Issue Resolution

Technical Support

Education

Vocational/Technical Training Degree

Associate's Degree

Tools

IT Help Desk Software

Job description

Company Overview

General Dynamics Ordnance and Tactical Systems (OTS) is a global leader in the design, engineering and production of munitions, energetics, weapons, armaments, and missile subsystems around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters.

Our ethos of Honesty, Trust, Transparency, and Alignment are the guiding principles that form the foundation of everything we do. Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission and collaboration is key to our success, fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders.

Job Summary

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.

Impact of the Role

General Profile:

• Requires basic skills in an analytical or scientific method or operational process
• Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision
• Performs manual tasks according to established procedures

Essential Functions

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re‑set passwords. Fulfills all service level standards for response time and quality.

Required Qualifications

• Required education and experience: Vocational/Technical Training Degree and 1-2 years' experience OR Equivalent Combination of Relevant Education & or Experience

Preferred Qualifications

• Preferred education and experience: Associate's Degree
• Discipline/Major: Technical degree or equivalent training and experience
• Knowledge, skills & abilities: Computer Troubleshooting, End-User Training, Escalation Management, Help Desk / Desktop Support, Help Desk Management, Issue Resolution, Solution Delivery, Technical Support, Technical Troubleshooting, Upgrades Management, Performance Metrics, Ticketing/Tracking, IT Help Desk Software.

Physical Requirements

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Requires regular movement throughout GD-OTS facilities.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Must be willing to work outside normal business hours as required.

Travel Requirements

No or very little travel likely.

Additional Information

The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee's at-will employment status or create an employment agreement or contract, implied or otherwise.