Tier II Help Desk Technician - Remote Support Specialist

General Dynamics Information Technology (GDIT); Washington (District of Columbia); Hybride; USD 46 000 - 62 000; Plein temps

Avantages offerts par ce poste

Medical plan options

401(k) with company match

Paid time off

Résumé du poste

General Dynamics Information Technology (GDIT) is hiring a Tier II tech to provide user support for company applications and platforms. You will troubleshoot issues, advise on actions, and maintain ticketing workflows.

You will work on Windows 11 and macOS environments, support Office 365, and ensure secure configurations. On-site with rotation in EST hours; some remote work is possible depending on workload.

Qualifications

• 2+ years of technical support experience on current desktops/laptops
• Experience with Windows 11 and macOS; 2+ years with Microsoft 365 apps (CoPilot, Defender, Office 365, Windows Hello)
• AA Degree + 2 years related experience or 3 years experience if no AA degree
• Experience using ticketing system (ServiceNow preferred)
• Experience with remote desktop management software (Bomgar/Beyond Trust)
• Experience with workstation deployment management (SCCM)
• Ability to follow and update standard troubleshooting procedures and escalate as needed
• Willingness to learn from senior engineers to improve first call resolution
• Proven ability to meet and exceed SLAs
• Strong customer service and end-user support, with solid written and verbal communication
• Must be able to work 8:00 am - 8:00 pm EST per rotation; some remote work allowed

Responsabilités

• Provides technical support for 500+ users by telephone, ServiceNow and remote-control systems
• Configures and supports desktop/laptop computers, imaging, printers and peripherals remotely
• Configures devices for secure operation, including security software and updates
• Supports media, wireless networking, remote access, port security, and moves/adds/changes
• Assists Help Desk Manager with daily operations and updates tickets daily
• Diagnoses hardware/software failures and communicates remediation plans
• Provides remote software support for NCI-provided applications
• Supports NCI and NIH proprietary software
• Provides virtual assistance sessions (Windows Remote Assistance, Apple Remote Desktop)
• Provides inventory management support and CEPO for hardware retirement
• Contributes to end-user documentation and training materials
• Maintains professionalism and assists other analysts; supports process improvements
• Participates in troubleshooting toward root cause and resolution
• Opens, tracks and closes trouble tickets with ownership
• Supports OS: Windows 11, Microsoft Outlook, TCP/IP, MS Office 365, ServiceNow, security suites

Connaissances

Computer Support

Desktop Computers

Desktop Management

Formation

AA Degree

AS Degree

Outils

ServiceNow

Bomgar/Beyond Trust

SCCM

Description du poste

General Dynamics Information Technology (GDIT) is hiring a Tier II tech to provide user support for company applications and platforms. You will troubleshoot issues, advise on actions, and maintain ticketing workflows.

You will work on Windows 11 and macOS environments, support Office 365, and ensure secure configurations. On-site with rotation in EST hours; some remote work is possible depending on workload.