General Dynamics Information Technology Service Desk Customer Support Specialist in Germany
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Top Secret SCI
No Suitability Required
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.
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.
• Candidate must have an active Secret clearance
• 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:
Scheduled Weekly Hours:
T elecommuting Options:
Telecommuting Not Allowed
DEU Germany (APCDEU)
Additional Work Locations:
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.
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