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General Dynamics Information Technology · 16 hours ago

Tier 2 Desktop Support Technician

Washington, DC

Full-time

Onsite

Mid, Senior Level

$32.30/hr - $43.70/hr

5+ years exp

General Dynamics Information Technology is a global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government. They are seeking a Tier 2 Desktop Support Technician to provide technical support to staff and customers, troubleshoot desktop PC problems, and manage IT assets for AmeriCorps activities.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

U.S. Citizen Only

Responsibilities

Configures, installs, and supports desktop computers, laptop computers, handheld devices/phones, printers, monitors, desk phones, portable data storage devices, and other general peripherals

Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals

Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required

Connects and configures IT devices to use computer networks

Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates

Provides software support for users of AmeriCorps-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals

Supports AmeriCorps proprietary software

Supports desktop and phone maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management

Provides virtual assistance sessions using Ivanti Management Console and Microsoft SCCM

Develops end-user documentation and instructions

Ability to work well under pressure and to meet deadlines as needed

Provides 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

Tracks and updates the movement of all IT assets (laptops, phones, desktops, printers, etc.) within the stipulated database and within time constraints

Re-images desktops and laptops, as needed, and deploys new equipment to end users

Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory

Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers

Follows set policies and procedures when assisting clients to ensure proper handling of requests

Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support

Works with Tier I/III and other groups to resolve technical problems

Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed

Supports continuous improvement in the process and quality of the operations

Participates in troubleshooting of issues with the drive towards root cause identification and resolution

Participates and contributes to the User Acceptance testing

Qualification

Technical SupportTroubleshootingWindows 10/11ServiceNowMS OfficeSecurity+ certificationCustomer ServiceRemote AccessAsset ManagementITIL Foundations

Required

Associate's Degree

5+ years of technical support experience in current desktop and laptop computers, various operating systems to include or more of the following

Knowledge of Windows 10/11, Ticketing system (ServiceNow), MS Office, O365, OneDrive and other end user software and hardware

Public Trust Level 4 (full background investigation)

Security+ certification required or the ability to obtain within 3 months of start

Preferred

ITIL foundations certification desired

Benefits

Full-flex work week

401K with company match

Customizable health benefits packages

Collaborative teams of highly motivated critical thinkers and innovators

Internal mobility team dedicated to helping you own your career

Rewards program for high-performing employees

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees