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| Job Title | Analyst, Systems | ||
| Location | MO, St Louis | ||
| Relocation | No | ||
| Security Clearance Level | Background Check | ||
| Security Clearance Basis | None | ||
| Security Clearance Polygraph | None | ||
| Job ID Number | 161314 | ||
| Job Function | Information Technology | ||
| Potential for Deployment | No | ||
| Job Description | General Dynamics Information Technology is a top-tier IT integrator that provides information technology, systems engineering and professional services to customers in the defense, intelligence, homeland security, federal civil and commercial sectors. With 16,000 professionals worldwide, the company has the customer knowledge, domain expertise and proven performance to manage large-scale, mission-critical IT programs.
Description: Serve as a Tier 2 Systems Analyst for a federal customer located in the Minneapolis, MN area. The candidate will also be responsible for answering questions, troubleshooting problems, handling escalated issues and escalating issues to the appropriate technician or engineer. Will be responsible for interacting with the end-user and VIPs. Candidate will be expected to resolve as many calls on first contact as possible and will maintain ticket ownership from the time it is received until it is closed out. Responsibilities include but not limited to: • Provide system support and escalation support for the helpdesk • Receiving all initial customer service requests for all network services, and supported desktop/laptop users via telephone, e-mail, voice mail, or walk-ins; • Resolving customer service requests over the telephone, through desktop consultation with users, and/or by using remote management software; • Provide direct desktop support, once all information is gathered and telephone consultation proves inadequate to resolve the user's problem; • Closing service requests with detailed information of the resolution documented in the Footprints tracking system; • Conducting surveys to determine customer satisfaction • Operating and maintaining the Footprints tracking system, to include collecting and maintaining user profile data, and creation of reports. • Provide assistance with common word processing applications, such as Microsoft Office 2003/2007, Adobe Acrobat, Outlook, and Microsoft Project. • Primary focal point for providing end-user, network, and telecommunication support • Resolve issues related to workstation operating system, network connectivity, application errors and user login • Build and configure PC and laptop workstations. Re-image workstations and use disk utility software for wiping and repairing disks • Ensure customer feedback is solicited and analyzed for trends, and potential problems • Must be able to develop and follow standard operating procedures and checklists • Responsible for developing and following SOP's, checklists, and other technical docs. • Serve as a trouble ticket owner from receipt until closeout. • Comprehensive understanding of IT customer support • The candidate must be able to troubleshoot customer problems and identify issues based on customer supplied information and determine the appropriate escalation path. • Knowledge of industry standard Help Desk or Call Center concepts and support methodologies including ITIL • As a supervisor, ensure other staff comply with all above requirements • The candidate must have outstanding written and verbal skills • Must be able to pass a government background investigation Bachelor's degree or equivalent education, training, and/or experience in Information Technology desired Requires 2-5 years experience in an IT Helpdesk environment. Desired: MCP, HDI, ITIL Foundations, A+ certificate Working Conditions: Standard business work environment. After hours availability for communication, surge and escalation is required. On-call availability and flexibility to work on a varied shift rotation is expected. The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. |
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| General Dynamics Information Technology is an Equal Employment Opportunity Employer. | |||
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