IT Desktop Technician

About The Role

The IT Technician’s role is to provide a single point of contact for all IT services required at the assigned site. The technician is responsible for all end user support and maintenance within the site, the end-user computing environment, hands on support as directed for application, network, server and storage towers, and acts as the IT representative identifying site IT requirements and challenges. The technician troubleshoots problem areas (in person, using remote tools, by telephone, and/or via chat) in a timely and accurate fashion, and provides end-user assistance as needed. This includes coordination with GDLS headquarters desktop, server, storage, network, and application support teams to fulfill site requirements and needs.

Company Information

General Dynamics is a successful Fortune 100, global aerospace and defense company, with over 90,000 employees world-wide. General Dynamics Land Systems, a business unit of General Dynamics, has a strong foundation of delivering core engineering and manufacturing capabilities to our clients for military vehicles. Our team is focused on continuous process and productivity improvements that reduce product costs, while increasing troop safety and effectiveness. Land Systems continues to work with the US Armed Forces and its Allies to ensure these vehicles remain survivable, relevant, flexible, affordable and capable of addressing a dynamic threat environment.

What We Offer

Starting your career or you are an experience professional, we offer a Total Rewards package that is Impactful and built for you.
• Benefits Offered: Employees (and their eligible dependents) can elect coverage for medical, dental, vision, life and accident insurance plans, disability insurance plans, health spending account, flexible spending account, 401(k) retirement plan and tuition reimbursement.
• Employees are also eligible to receive 6.6 hours of vacation per month or more depending on tenure, 80 hours of sick/personal time per year and 6-13 paid holidays each year depending on business circumstances and the applicable holiday schedule for that year.

Responsibilities To Anticipate/Expect
• Able to support a variety of devices at assigned site
• Able to multitask and resolve multiple complex computer issues
• Able to set and meet reasonable expectations for users and leadership when issues arise
• Able to develop and implement support procedures for legacy systems
• Able to effectively communicate site requirements to IT leadership
• Align IT processes and procedures with the site processes and procedures
• Perform onsite and remote analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Desktop service levels
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications
• Collaborate with LAN technicians/network administrators, and vendors to ensure efficient operation of the end-user computing environment
• Where required, administer and resolve issues with associated end-user workstation networking software products
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents
• Answer to and perform moves, adds, and changes requests as they are submitted by business
• If necessary, liaise with third-party support and equipment vendors
• Ensure alignment of site requests and expectations with IT standards, processes and procedures
• Support Network, Server, Storage and Applications on hardware and software deployed at satellite site, to include installation of hardware in datacenter and application troubleshooting
• Coordinate with site leadership on IT requirements to include facilities and other requirements impacting IT Services, (i.e. power outages and generator/UPS testing)

Position Requirements
• 100% On-Site, hours 7:30 AM - 4:00 PM M-F
• Perform On-Call support for remote users
• Ability to work with users of various levels of technical expertise
• Associate's Degree is required.
• Experience will be considered in lieu of degree
• 5 - 7 years’ experience in desktop services, network services and/or server/storage services
• Certifications such as A+ or Microsoft MC a bonus
• Must be a U.S. Person (i.e. a lawful permanent resident of the U.S.)
• Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations and VDI
• Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades
• Hands-on hardware troubleshooting experience
• Extensive equipment support experience with Dell, EMC, Cisco, etc.
• Working technical knowledge of current protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into PC issues and products as required
• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills
• Ability to present ideas in user-friendly language
• Understanding of the organization’s goals and objectives
• Analytical and problem-solving abilities, with attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• A strong customer-service orientation
• Driver’s license in good standing
• Ability to get on post with ID or Gate Pass

Other Information
• On-call availability
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components
• Lifting and transporting of heavy to moderately heavy objects, such as computers monitors, and peripherals
• Flexibility to work above and below desk height and on a ladder
• Exposure to both office and heavy manufacturing environments, working in and around dust and fumes, heat and cold, moving machinery, and in areas with a high noise volume
• Bending, kneeling, standing, stooping, walking, lifting

GDLS considers factors such as, scope/responsibilities of the position, candidate experience and education/training background, in addition to local market comparable and business considerations when extending an offer.

Apply Job!