Senior Desktop Support & IT Operations Lead

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Hybrid; USD 88,000 - 120,000; Full time

Benefits offered by this job

Flexible schedule

401K

Health benefits

Internal mobility

Education/certifications

Tech learning

Paid time off

Job summary

General Dynamics Information Technology, Inc. provides senior IT end-user support for a complex enterprise IT system.

The role responds to customer tickets, tracks issues in ServiceNow, and ensures tickets are resolved and closed with customers, while maintaining system documentation and engaging with multiple groups to drive issue resolution. Responsibilities include desktop and device management, VIP user support, hardware lifecycle, and collaboration with development teams to drive root cause

Qualifications

• ITIL foundations certification or ability to obtain certification within 3 months.
• Ten (10) years of IT knowledge and hands-on experience in systems configuration, imaging, deployment and troubleshooting and 4-6+ years leading/managing technical support technicians.
• Experience in managing end user support issues.
• Proven experience in developing repeatable processes and procedures to address customer requests and incidents.
• Experience in managing and performing support of end user hardware, software and technologies.
• Demonstrated ability to communicate orally and in writing.
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs.

Responsibilities

• Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Manages the configuration, installation, and support of desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Oversees enhanced VIP desktop and user support service to very important customers.
• Manages the relocation of IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
• Manages the diagnosis of hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Responsible for the full lifecycle of end-user hardware for iPhones, HP laptops (Windows 11), and monitors – all managed through ServiceNow/CMDB.
• Maintains accurate records of all deployed devices and excessing End-of-Life and or damaged inventory for CEPO disposal.
• Oversees the support for AmeriCorps proprietary software.
• Manages the support for installation, configuration, and operation of scientific software.
• Manages the support for desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Oversees virtual assistance sessions, utilizing SCCM for software deployment and BeyondTrust.
• Contributes and/or reviews knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
• Manages technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Manages timely support to customers, team members, IT Service Desk staff, and other stakeholders of a complex enterprise IT system.
• Maintains a professional attitude, communicates effectively, and provides excellent customer service at all times.
• Analyzes incoming requests and engages the appropriate resources for issue resolution.
• Supports continuous improvement in the operation and functioning of the system as well as the system support process and quality of the operations.
• Assists with integrated system testing, user acceptance testing, and system certification and accreditation.
• Participates in troubleshooting of issues with the development team to drive towards root cause identification and resolution.
• Provides guidance, knowledge transfer, and mentoring to Support Technicians/Specialists.

Skills

Computer Support

End User Support

Microsoft Office

SOP

Education

Bachelor's Degree in IT/Engineering/CS/IS/Social Science

Tools

ServiceNow

SCCM

BeyondTrust

Job description

General Dynamics Information Technology, Inc. provides senior IT end-user support for a complex enterprise IT system.

The role responds to customer tickets, tracks issues in ServiceNow, and ensures tickets are resolved and closed with customers, while maintaining system documentation and engaging with multiple groups to drive issue resolution. Responsibilities include desktop and device management, VIP user support, hardware lifecycle, and collaboration with development teams to drive root cause