Technical Customer Support Technician in Alexandria, VA at General Dynamics Information Technology

Date Posted: 7/9/2020

Job Snapshot

Job Description

General Dynamics Information Technology (GDIT), a leading provider of systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.  GDIT has a great team consisting of experienced and knowledgeable managers who lead and support the career development objectives of our employees.  Our employees consider the company to be a solid partner in their career, with an abundance of opportunities for advancement.

  • Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
  • Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applications/systems.
  • Provides end-user software troubleshooting and support to USPTO internal and external users/customers.
  • Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.
  • Provides troubleshooting and support for over 200 customized applications supporting over 10;000 users.
  • Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.
  • Provides help-desk and email support for local and off-site users.
  • Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting USPTO users.
  • Installs; configures; and upgrades computer hardware and software; as needed.
  • Participates in special projects; as needed.

Education:

  • Associate’s Degree in Computer Science/IT or related field plus 2 years of full-time work experience, at least 1 year of which must be supporting IT.  In lieu of the A.S. degree, a candidate must have 4 full years of full-time work experience, at least 3 years of which must be supporting IT.
  • 1-3 YEARS of directly related experience supporting HELP DESK operations; preferably supporting a large-scale government customer. Experience providing technical support for microcomputer hardware; networks; account administration; and office automation software via telephone; as appropriate.
  • Must possess basic skills to support configuration and troubleshooting of MS Windows 7.
  • Able to obtain a Public Trust Clearance
  • Candidate must successfully pass a background investigation; including a check of any criminal activity over the past 10 years; and a credit check of any financial issues over the past seven years to continue employment.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

#ComebackGDIT                            

#0pportunityOwned                    

#GDITCareers                               

#WeAreGDIT 

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.