Service Desk Technician - Enterprise Service Desk (AV/VTC Support Focus)

General Dynamics Information Technology•International Falls, MN

19h•$76,500 - $103,500•Onsite

About The Position

Advance how our customers operate while you advance your career. Join GDIT as a Network Administrator and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. The Service Desk Technician will be responsible for providing exceptional support to end-users in an enterprise environment, with a particular focus on Audio-Visual (AV) and Video Teleconferencing (VTC) systems. This technician will serve as a first point of contact for AV/VTC-related issues, managing service desk tickets and troubleshooting problems related to Cisco VTC systems, including Cisco Expressway Center, Expressway Edge, Cisco Media Services, and Cisco Media Manager. The technician will work in a fast-paced environment, ensuring timely resolution of tickets while maintaining high standards of customer service. MEANINGFUL WORK AND PERSONAL IMPACT As a Network Administrator, the work you’ll do at GDIT will be impactful to the mission of U.S. Army Europe. You will play a crucial role in supplying mission command support.

Requirements

High School Diploma
1+ years of related experience
Proven experience working in an enterprise service desk environment, with a strong focus on managing and resolving service desk tickets efficiently and effectively
Hands-on experience supporting and troubleshooting Cisco AV/VTC solutions, particularly Cisco Expressway (Center and Edge), Cisco Media Services, and Cisco Media Manager
Proficient in diagnosing and resolving issues with AV/VTC hardware, video conferencing software, and associated network infrastructure
Strong communication skills, with the ability to explain complex technical issues to non-technical users and provide clear instructions or solutions
Familiar with monitoring AV/VTC systems to ensure uptime, quality, and performance, and able to respond quickly to service disruptions
Ability to work effectively with internal teams (network, infrastructure, and systems administrators) to resolve more complex issues and escalate as necessary
Solid understanding of Cisco’s AV/VTC architecture and configuration, with the ability to identify and troubleshoot common problems
Familiarity with service desk ticketing tools like ServiceNow or other IT service management (ITSM) platforms
Secret Level Security Clearance
US citizenship required
Must possess a DoW 8570 IAT Level II certification

Responsibilities

Manage, prioritize, and resolve service desk tickets in a timely and efficient manner, ensuring minimal disruption to end-users and business operations. Tickets related to AV/VTC systems will take priority when needed.
Provide first-line troubleshooting and resolution for AV and VTC system issues, including hardware malfunctions, video/audio quality issues, connectivity problems, and software-related concerns within the Cisco environment.
Offer support for Cisco-based AV/VTC infrastructure, including Cisco Expressway (Center and Edge), Cisco Media Services, and Cisco Media Manager, ensuring proper configuration, maintenance, and performance.
Guide end-users on using video conferencing systems; provide troubleshooting steps, and offer training or documentation on how to use AV/VTC equipment and software effectively.
Work closely with network and systems teams to escalate complex issues, ensuring a seamless integration of AV/VTC systems with the larger enterprise IT infrastructure.
Document all service desk tickets and resolutions accurately. Contribute to the development and maintenance of knowledge base articles related to AV/VTC issues, providing users with self-help resources.
Track recurring issues, identify trends, and provide management with regular updates on ticket status, including AV/VTC system performance and user feedback.
Assist in identifying opportunities to improve AV/VTC service processes, including recommending changes to enhance the user experience or reduce common technical issues.
Provide exceptional customer service by maintaining clear communication with end-users, ensuring they are kept informed of ticket statuses, and offering proactive solutions to minimize service disruptions.

Benefits

Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace
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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