Lead End User Assistance

General Dynamics•Washington, DC

60d•$42 - $56•Onsite

About The Position

GDIT is seeking a qualified candidate to lead a team providing support to end users. The team identifies and implements solutions for issues related to a variety of business operations, including non-technical and technical project requirements. Team lead responsibilities include: Works independently under limited supervision. May coach and provide guidance to less-experienced professionals Serves as team or task lead. (Not a people manager) Serves as advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further General end user assistance includes: Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software Provide IT Point of Contact support, onboarding assistance, and end user assistance. Review daily service desk notifications and transfer or escalate tickets when necessary. Provide end user assistance for mission systems when needed Provides end-user software and hardware troubleshooting Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions Provides remote support access through desktop mirroring and other remote access applications for worldwide sites Identify, investigate, resolve, and follow-up problems brought to the helpdesk by usersMaintains current knowledge of relevant technology as assigned EDUCATION AND EXPERIENCE: HS/GED, 8+ years of experience The likely hourly rate for this position is between $41.68 - $56.38. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Requirements

Skills: End Users, Technical Support, User Assistance
Experience: 10 + years of related experience
US Citizenship Required: Yes
EDUCATION AND EXPERIENCE: HS/GED, 8+ years of experience

Responsibilities

Works independently under limited supervision.
May coach and provide guidance to less-experienced professionals
Serves as team or task lead.
Serves as advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further
Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software
Provide IT Point of Contact support, onboarding assistance, and end user assistance.
Review daily service desk notifications and transfer or escalate tickets when necessary.
Provide end user assistance for mission systems when needed
Provides end-user software and hardware troubleshooting
Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
Identify, investigate, resolve, and follow-up problems brought to the helpdesk by usersMaintains current knowledge of relevant technology as assigned

Benefits

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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