General Dynamics Information Technology Tier II Tech (Site Support Cat I, II, III, X All Others) in Anchorage, Alaska
Demonstrates a positive customer service attitude
Knowledge of and experience using an ITSM tool (ServiceNow, Remedy)
Knowledge of and experience using an Automatic Call Distributor (ACD) system or other telephony systems
Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
Screens, refers and diagnoses IT service and work requests as they relate to maintenance of personal computers and related enterprise systems.
Receives, triages and routes tickets to Tier 2 Support as applicable
Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Installs, configures, and upgrades computer hardware and software.
Provides end-user software/hardware troubleshooting and support.
Assists in the administration of e-mail systems and other IT solutions (VDI, Cloud, etc.)
Knowledge of ITOM/ITIL service support management processes (Incident, Problem, Change, Release, etc.)
Understands and interprets KPIs, SLAs and other IT Service performance metrics
Communicates excellently verbally and in writing
Maintains current knowledge of relevant technologies as assigned
Participates in special projects as required
Requires a High School Diploma or GED
Associate or Bachelor's Degree preferred
Preferred Certification - CompTIA A+, ITILv3 Foundation, HDI
1-3 years experience in a fast-paced enterprise IT support environment
1-3 years experience of basic IT troubleshooting
1-3 years experience answering high volume help desk technical calls
Considerable knowledge of and experience with PCs, hardware/software, and operating systems
Considerable knowledge of and experience supporting Microsoft Office products including Access, PowerPoint, Word, Excel, and Outlook (Microsoft Exchange)
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.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.
Requisition ID 2017-33364
of Openings 1
Job Location USA-AK-Anchorage
Job Function Information Technology
Security Clearance Level None
Full/Part Time Full Time