General Dynamics Information Technology Service Desk Customer Support Specialist in Germany

Clearance Level Must Currently Possess:

Top Secret w/SCI eligibility

Clearance Level Must Be Able to Obtain:

Top Secret SCI

Suitability:

No Suitability Required

Job Family:

Customer Support

Job Description:

Perform administrative duties in a Microsoft and Citrix VDI centric environment. Maintains, administers, and troubleshoots end user devices and addresses user requests received via phone calls, e-mail and a self-help ticketing portal. Performs troubleshooting and maintenance on network and end-user equipment related to user requests and incidents.

RESPONSIBILITIES:

  • Provide first point of contact for customers seeking technical assistance over the phone or by email.

  • Perform initial troubleshooting for desktop, laptop, PKI, printer, scanner, peripheral, network, hardware and software issues, and escalate issues to the appropriate Tier 2 or 3 technical teams if required.

  • Review all incident tickets submitted through the self-help portal and resolve or escalate as required.

  • Administer moves, additions, changes, and removals for end user devices in the infrastructure.

  • Satisfy approved user requests for hardware and software.

  • Assist in documenting and/or scheduling office installation/movement of IT equipment (NIPR/SIPR/Coalition workstations, printers, VOIP telephones, Tandbergs, etc.).

  • Provide assistance to the end users by documenting new hardware/software requirements.

  • When determined to be unserviceable in place, remove inoperable equipment and re-install when fixed or replaced.

  • Prepare IT equipment for turn-in as required.

  • Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents, etc.

  • Work with escalated support tiers to troubleshoot issues.

  • Follows established processes and procedures.

  • Documents technical fixes or process improvements as required.

  • Create, update and close incident and service request tickets.

REQUIRED QUALIFICATIONS:

• Candidate must have an active Top Secret clearance with SCI eligibility

• Must have an active CompTIA Security+ CE OR other IAT DoD 8570.1 Level II certification (or higher)

• Must have a Microsoft Windows 10 (MCP) Certification

• Must pass TESA requirements - meet ONE of the following:

High School Diploma and 11 years of TECHNICAL experience

Associate’s Degree and 7 years of TECHNICAL experience

Bachelor’s Degree and 3 years of TECHNICAL experience

• Experience supporting a PKI enabled infrastructure

• Experience supporting a VDI end user environment

• Strong customer service orientation

• Excellent verbal and written communications skills

• Able to work well in pressure/stress related situations

• Analytical and problem-solving abilities, with keen attention to detail

• Effective interpersonal skills and relationship-building skills

• Experience working in a team-oriented, collaborative environment

• Willingness to work flexible hours

• Shift work may be required

• On Call Status will be required

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

DEU Germany (APCDEU)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.