End User Services Technician I

General Dynamics Ordnance & Tactical Systems•St Petersburg, FL

About The Position

The IT Enterprise Service Desk Technician (Technician I) will provide technical support to internal users of the organization's computer applications and hardware components. This position will be the first point of contact for users experiencing technical issues and will play a critical role in ensuring the organization's systems and networks remain operational. The technician will collaborate with network services, software systems engineering, and application development teams to restore service or identify underlying technical problems. Additionally, they will maintain a troubleshooting tracking log to document issues and ensure timely resolution. The role requires a commitment to delivering exceptional customer service while adhering to established service levels and standards. The ideal candidate will have a passion for IT support and enjoy working in a fast-paced environment where they can contribute to the operational efficiency of the organization's technology infrastructure. Familiarity with enterprise service desk tools and best practices (such as ITIL principles) is highly desirable.

Requirements

Attending a Vocational / Technical School or internal training program OR Equivalent Combination of Relevant Education & Experience or Skillset
No prior experience needed

Nice To Haves

Vocational/Technical Training Degree
Discipline/Major: Technical training preferred
Knowledge, skills & abilities: Computer Troubleshooting.
End-User Training.
Escalation Management.
Help Desk / Desktop Support.
Help Desk Management.
Issue Resolution.
Solution Delivery.
Technical Support.
Technical Troubleshooting.
Upgrades Management.
Performance Metrics.
Ticketing/Tracking.
IT Help Desk Software.

Responsibilities

Supports in responding to end-user requests for technical assistance by phone, email, or ticketing system.
Assists with troubleshooting and resolving basic computer, application, system, device, access, or performance issues.
Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution.
May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
Fulfills all service level standards for response time and quality.

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