Senior End-User Tech & Support Specialist

General Dynamics - Ordnance and Tactical Systems (PA)

Scranton (Lackawanna County)

On-site

USD 52,000 - 72,000

Full time

14 days+

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Job summary

General Dynamics Ordnance and Tactical Systems (OTS) in Scranton, PA, is seeking an End User Services Sr Technician to provide frontline technical support for computer applications and hardware to internal users. The role collaborates with network services and software teams to restore service and guide users through procedures.

Responsibilities include resolving basic issues, maintaining logs, and ensuring service levels are met.

Qualifications

Vocational/Technical Training Degree or equivalent.
2-5 years' experience or equivalent education/experience.
Associate's Degree preferred.
Technical training preferred.
Knowledge of IT help desk software and operating systems.

Responsibilities

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.
Documents, tracks, and resolves reported problems to meet service levels and standards.
Uses product information or solution databases to research, troubleshoot, and deliver solutions.
Advises users on methods to resolve and avoid future issues and documents as needed.
Escalates problems to appropriate levels or teams for resolution.
Supports installs or upgrades of software or devices and sets up user profiles or password resets.