Sr Desktop Support Technician - TS/SCI – RAF Molesworth UK

General Dynamics Information Technology • International Falls, MN

5d • $34 - $35 • Onsite

About The Position

We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. You will be part of a dynamic team that is delivering a business-driven Enterprise Network to support BICES Global Enterprise Mission Support Services increasing performance, security, scalability, and stability while reducing costs and complexity resulting in increased supportability.

This role provides Tier 1 and Tier 2 technical support for desktops, printers, and peripheral equipment. The technician will be responsible for monitoring, opening, assigning, updating, and closing tickets on up to 4 separate ticketing systems. They will diagnose and resolve hardware, software, OS, network connectivity, and application-related issues. The position involves installing, configuring, upgrading, and maintaining Windows workstations and related hardware in an enterprise environment, as well as managing user accounts, password resets, group memberships, and access via Active Directory. Imaging, deploying, and configuring workstations according to organizational standards, and installing/maintaining approved software, security patches, drivers, and end-point applications are also key responsibilities. Additionally, the role includes configuring, troubleshooting, and maintaining supported printers, scanners, conference-room equipment, monitors, VTC equipment, and other peripherals. Collaboration with internal IT teams (Level 2 and 3) to resolve incidents and implement technology improvements, and maintaining accurate hardware inventory records and assisting with asset lifecycle management are expected. The technician will also provide technical support and training to end-users and maintain current knowledge of relevant technology as assigned.

Requirements

• 3 years of experience required.
• Bachelor’s degree – may substitute additional years of experience.
• Must possess and maintain a TS/SCI Clearance.
• Must meet DoW 8140 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired.
• Must have good teamworking and communication skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.
• Must have associate level of “hands on” work experience in support of installations, repair, and troubleshooting or maintenance of communications systems or equipment. This is a Desktop Support Maintenance position, part of a team of 8.
• Must have desktop support experience in installing/removing client software, diagnosing and troubleshooting computer workstations, and installing software patches
• Proven ability to balance, prioritize and organize multiple tasks
• Proven ability to resolve problems efficiently and effectively while recognizing customers' competence levels and approaching each level appropriately.
• The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment

Nice To Haves

• Experience supporting multinational customers preferred.
• Experience operating in deployed environments preferred.
• ITIL Foundations v4 certification preferred.
• Ability to lift up to 50 pounds

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, printers, and peripheral equipment
• Responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems
• Diagnose and resolve hardware, software, OS, network connectivity, and application-related issues
• Install, configure, upgrade and maintain Windows workstations and related hardware in an enterprise environment
• Manage user accounts, password resets, group memberships and access via Active Directory
• Image, deploy, and configure workstations according to organizational standards
• Install and maintain approved software, security patches, drivers, and end-point applications
• Configure, troubleshoot, and maintain supported printers, scanners, conference-room equipment, monitors, VTC equipment, and other peripherals
• Collaborate with internal IT teams (Level 2 and 3) to resolve incidents and implement technology improvement
• Maintain accurate hardware inventory records and assist with asset lifecycle management.
• Provides technical support and training to end-users
• Maintains current knowledge of relevant technology as assigned

Benefits

• variety of medical plan options, some with Health Savings Accounts
• dental plan options
• a vision plan
• 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.
• full flex work weeks where possible
• a variety of paid time off plans, including vacation, sick and personal time, 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 are provided or available.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior