IT End User Technician
General Dynamics Ordnance & Tactical Systems
Crawfordville, Florida
Job Description
Overview:
Basic Qualifications:
Provides moderately-complex technical support, assistance and training to users and delivers complete Help Desk support for the assigned General Dynamics – Ordnance and Tactical Systems (GD-OTS) location. Troubleshoots to network, desktop and/or systems hardware and software by performing the following duties.
Major Position Responsibilities:
- Functions as the initial point of contact for the GDOTS Help Desk, screening, logging, resolving, tracking, categorizing and assigning questions and problems received in person, by phone, email or web forms for locations supported by the Information Technology (IT) Department.
- Ascertains the nature of problem from the computer user’s request, and attempts to determine how to route the type of request (Security, Network, Hardware, Software), gathering additional information as needed for the Help Desk ticket. If the ticket falls within their documented primary/backup responsibilities, further diagnosis may take place and/or the user will be assisted through problemsolving steps.
- Assists users with the use of their assigned computer equipment and common workstation software.
- Recommends or performs advanced diagnosic techniques to identify/correct problems and offer solutions.
- Makes recommendations for and/or improvements in the computer image which requires an aboveaverage working knowledge of personal computers and peripherals.
- May be the primary or backup owner of one or more support services provided by the Help Desk Team. These services may include the Conference Manager, Fax Server (support and upgrades)Video Conferencing and/or Voice Conferencing, Desktop Phone System administration, Voicemail system administration (includes unified messaging support), and Symantec Backup Exec support. Assists with password resets for Windows and specific enterprise applications.
- Assist with location's new hire setups and terminations process to recover GDOTS IT assets by inspecting personal computer equipment and reading order sheet listing user requirements to prepare computer for delivery to the user.
- Installs or assists personnel in the local administration, installation, moves, upgrades and maintenance of software, hardware and peripheral components such as desktop PCs, laptops, PDAs, peripheral, monitors, keyboards, and printers following standardized design or installation specifications.
- Loads specified workstation software packages such as operating systems, word processing, or spreadsheet programs onto computer.
- Responds to inquiries concerning user workstation hardware and/or software, local systems operation, network status, email, phones, printer and/or peripherals, and Conferencing support.
- Coordinates activities and researches problems to find solutions with Help Desk Team, IT Security Team, and/or other IT staff members.
- Provides updates, status, and completion information to manager, Help Desk system, and/or users via voice mail, email, or inperson communication.
- Replaces defective or inadequate workstation software packages.
- Reads, reviews, understands and keeps uptodate on GDCorporate IT policies (CPs) and all GDOTS IT policies, procedures, work instructions, and desk procedures. These documents provide the primary rules and guidelines for this position’s daily tasks and activities.
- Refers major hardware problems to thirdparty service vendor personnel for correction or replacement.
- Other duties as assigned.
Basic Qualifications:
- Associate's degree or equivalent from two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and exp.
- Microsoft Certified Professional (MCP) or A+ certification.
- Must be familiar with Microsoft Office products, including MS Office 2007/2013, Internet Explorer 9 or higher, Windows XP, and Windows 7 & 8.
- Should have working knowledge to support installations of Adobe software and an understanding of databases.
- Prefer expience with Dell, Sun, NetApps, and Cisco hardware, Oracle and SQL database and Network topology knowledge.
- Strong computer skills, priority setting/scheduling and team interface.
- Working knowledge of desktop business applications software and hardware, GD- OTS enterprise applications and to the GD-OTS HelpDesk Support and reference knowledgebase is a plus.
- Strong problem solving, written and verbal communication skills and teamwork.
- Looks for ways to improve and promote quality.
- Manages competing demands and priorities while meeting required commitments.
- Works within the highest level of integrity, ethics and safety.
- Operates under minimal direction and exercises moderate to independent judgment.
- May require a professional certification in one or more specific technologies, depending on job assignment.
