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Service Desk Analyst – Overnight shifts
| Company | General Dynamics |
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| Location | Washington, DC, USA |
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| Salary | $32.84 – $44.42 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- Customer Service
- Help Desk Support
- Information Technology (IT) Support
- 3 + years of related experience
- US Citizenship Required
- CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
- Excellent verbal and written communication skills
- Must be able to pass a basic English Language assessment test
- Active Top Secret with SCI Eligibility
Responsibilities
- Providing program support as a Tier 1.5 Service Desk Technician
- Delivering excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support
- Supporting Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPads, and associated peripherals
- Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies
- Supporting Microsoft Office 365 and Active Directory products
- Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable
- Isolating and resolving issues with individual workstations
- Acting as a resource to answer user questions about hardware and software issues
Preferred Qualifications
