POLY

General Dynamics Information Technology•Colorado Springs, CO

1d•Onsite

About The Position

The Knowledge Management Representative creates and maintains standard operating procedures, user guides, and knowledge articles for Network Enterprise, and maintains documentation in the SharePoint Knowledge Management repository. The representative updates and shares site documents when appropriate and must be knowledgeable about Network Enterprise services across all classifications of networks, enterprise applications, CCC services, and related products. The position also provides technical support and troubleshooting for computer systems, software, and hardware. Support is delivered in person, by phone, email, instant message, voicemail, and remote access tools. Duties include diagnosing and resolving application, device, and cloud infrastructure problems, administering email and Microsoft Office, maintaining hardware and software, and following up on helpdesk issues. The representative maintains knowledge of relevant technologies and may coach less-experienced professionals or serve as a team or task lead. This is an onsite role at the customer site in Colorado Springs, Colorado. Applicants may be required to travel to locations where other Knowledge Management team members work, although travel is listed as not required. The role requires U.S. citizenship and a current Top Secret/SCI clearance, with the ability to obtain and maintain a polygraph.

Requirements

U.S. citizenship is required.
Must currently possess a Top Secret/SCI clearance and be able to obtain and maintain a polygraph.
At least 5 years of related experience.
BA/BS degree or equivalent experience.
CompTIA Security+ CE or another 8570 certification.
PWS 9.1 certification.
Knowledge of Network Enterprise services across all classifications of networks, enterprise applications, CCC services, and related products.
Experience with technical writing and enterprise documentation, including SOPs, user guides, and knowledge articles.
Ability to troubleshoot applications and devices within Network Enterprise.
Skills in communication, customer service, and IT support.

Nice To Haves

Proficient writing and oral communication skills.

Responsibilities

Create and maintain standard operating procedures, user guides, and knowledge articles for Network Enterprise.
Maintain documentation in the SharePoint Knowledge Management repository and update and share site documents when appropriate.
Provide technical support and troubleshooting for computer systems, software, and hardware.
Respond to customer questions and issues in person, by phone, email, instant message, and voicemail.
Maintain computer hardware and software in person and through remote access tools.
Provide end-user software and hardware troubleshooting.
Use basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Administer email, Microsoft Office, and related services.
Provide remote support through desktop mirroring and other remote access applications for worldwide sites.
Identify, investigate, resolve, and follow up on helpdesk problems reported by users of cloud infrastructure.
Maintain current knowledge of relevant technology.
May coach and provide guidance to less-experienced professionals and may serve as a team or task lead.

Benefits

401(k) with company match
Medical plan options, including plans with Health Savings Accounts
Dental plan options
Vision plan
Paid education and certifications
Flexible work weeks where possible
Paid time off, including vacation, sick and personal time, and holidays
Paid parental, military, bereavement, and jury duty leave
Short- and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance