Computer User Support Specialist/tier Ii Help Desk

4 ore fa

Vicenza, Italia General Dynamics Information Technology A tempo pieno

Clearance Level Top Secret/SCI Category Systems Administration Location Vicenza, Italy Onsite Workplace

**Requisition Type**:Regular****:
**Your Impact**:
Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

**Responsibilities**:

- Provides polite, professional, and responsive customer service.
- Provides daily face to face support to US Military and Civilian personnel.
- Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
- Receives calls and works with customers offering professional and technically sound first call resolution when possible.
- Provides basic VTC assistance when needed by customer.
- Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
- Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
- Creates and maintains SOPs or other guides to assist with troubleshooting.
- Provides follow-up actions with customers to ensure resolution of incidents or requests.
- Remotely configures and upgrades computer software.
- Provides end-user software troubleshooting and support remotely.
- Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
- Analyzes customer needs to determine functional and cross-functional requirements.
- Maintains current knowledge of relevant technologies as assigned.
- Participates in special projects as required.
- Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
- Requires professional certification in one or more specific technologies, depending on job assignment.
- Will occasionally be required to perform networks, systems, information assurance and logistics duties.
- This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

**Required Qualifications**:.
- Bachelor's degree in related field and minimum of 3 years of experience; OR an Associate’s degree and minimum of 7 years of experience; OR 11 years of technical experience supporting enterprise IT services.
- Must possess and maintain a TS/SCI clearance.
- Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges and must obtain ITIL V4 Foundation within six months of hire.
- Must have good team working skills since this position entails coordinating with many different work centers.
- Must have good and professional customer relationship skills.
- Additional specific certifications may be required, depending on job assignment.
- 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.

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