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General Dynamics Information Technology · 3 days ago
Systems Operations Specialist/Help Desk
Chantilly, VA
Full-time
Onsite
Senior Level
$135K/yr - $161K/yr
10+ years exp
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Responsibilities
Provide Tier 1 application help desk support.
Be an active member of an Agile development team, attending daily scrum meetings, participating in Agile ceremonies, and supporting a set of highly viable and mission-enabling software applications.
Serve as the first point of contact for customers seeking technical assistance with custom web applications.
Capable of determining the best solution based on the issue and details provided in a user’s written request.
Collaborate closely with the development team and business subject matter experts to resolve user issues/requests.
Direct unresolved issues to the next level of support personnel.
Manage time wisely to adjust to a fluctuating volume of help requests.
Provide accurate information for supported products or services.
Record events, problems, status information, and resolutions in the help desk system.
Potentially, surge to assist with manual testing requirements of new applications releases and document results in Jira.
Follow-up with customers and update status information.
Share feedback and suggestions from customers with the appropriate team members.
Identify and suggest possible improvements on procedures.
Assist in creating/maintaining system support documentation, such as ‘Frequently Asked Questions’ (FAQs) and user guides.
Qualification
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Required
Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
10+ years of help desk experience
Strong customer service skills
Advanced experience with multiple web browsers
End user technical support skills
Documented experience performing remote troubleshooting through diagnostic techniques and pertinent questions
Effective writing skills
Effective time management skills
Excellent communication, problem-solving, and analytical skills
Security Clearance Level: Top Secret/SCI with Polygraph
Preferred
Experience with customer support systems, like Remedy or ServiceNow
Experience with the customer’s ESMT or ESP systems
Experience with an Agile development methodology
Experience with Jira and Confluence
Knowledge of financial systems
Experience in manually testing web applications
Benefits
401K with company match
Comprehensive health and wellness packages
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Company
General Dynamics Information Technology
General Dynamics Information Technology has worked across the full spectrum of government and business for decades. It is a sub-organization of General Dynamics.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Ben Buckley
Vice President, Business Area
Katharine Murphy
VP Cybersecurity, Preparedness and Enforcement
Recent News
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