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Service Desk Administrator

Arlington, Virginia General Dynamics Mission Systems

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Education

– Bachelor’s Degree
– Master’s Degree
Skills

– IAT
– Help Desk
– Team Management
– Customer Service
– SANS GIAC

Basic Qualifications
Bachelor’s degree in Computer Science, a related field or equivalent experience is required plus a minimum of 5 years of relevant experience; or Master’s degree and 3 years of experience.

The successful Service Desk Administrator will be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.

In ition, the successful Service Desk Administrator must have:

Hands on experience using Remedy Ticketing system
Windows based Operating Systems (OS) and windows technology
Extensive troubleshooting experience
Networking experience
Customer service experience
Extensive Help Desk experience
Microsoft Office product experience
Excellent communications skills
Ability to multi-task
Experience collecting system use metrics
A minimum of a IAT Level II (DoD 8570.1M) certification is required: e.g. GIAC Security Essentials – GSEC; CompTIA Security+ CE; Security Certified Network Professional – SCNP; Systems Security Certified Practitioner – SSCP

Clearance Requirements:
This position requires an active TS/SCI security clearance. Must be willing and able to obtain a polygraph within a reasonable amount of time after hire, with acceptable timing determined by manager. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

Responsibilities for this Position
General Dynamics Mission Systems (GDMS) is actively seeking a Service Desk Administrator that will be responsible for providing delivery of the highest standard of customer service for all users of a Windows based cross-domain enterprise solution operating in a classified environment.

The ideal candidate must possess strong interpersonal skills, a good balance of technical experience including a complete understanding of computers and network operations in a classified environment. Excellent written and verbal communication skills and excellent customer service skills are a must.

Essential Duties for the Service Desk Administrator:
Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
Coordinate with cross-team and cross-departmental expertise necessary to effectively respond to issues

Primary Responsibilities include:
Ensure customer service excellence by monitoring tickets and reviewing customer feedback
Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
Customer Service Focused
Maintain a high level of responsiveness, communication, professionalism, and overall knowledge
Team Management Focused
Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
Deliver excellent technical support and customer service
Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact
Company Overview
General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of 13,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency. We offer highly competitive benefits and pride ourselves in being a great place to work with a d sense of purpose. You will also enjoy a flexible work environment where contributions are recognized and rewarded. If who we are and what we do resonates with you, we invite you to join our high performance team!

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