IT Desktop Technician

IT Desktop TechnicianThe IT Technician serves as the main contact for all IT services at a site, handling end-user support and maintenance, supporting applications, networks, servers, and storage, identifying local IT needs and issues, troubleshooting problems through various channels, and coordinating with GDLS headquarters IT teams to ensure the sites requirements are met.We Serve Those Who Protect What Matters.At General Dynamics Land Systems, we build the combat vehicles and integrated technologies that give soldiers a decisive advantage. We design, engineer and sustain advanced tracked and wheeled systems paired with modern electronic architecture, AI-enabled capabilities and autonomy-ready technology.From Abrams to LAV, Stryker to AJAX, robotic platforms to software solutions and beyond, our portfolio delivers proven performance for customers around the world.Thats why Soldiers and Marines have trusted General Dynamics Land Systems products in the toughest conditions for decades. We deliver the power to win.Every day, our global team looks beyond the horizon, solving problems before they become challenges.Bring your talent. Bring your purpose. Lets shape the future of General Dynamics Land Systems together.QualificationsBachelors Degree in Information Technology, Computer Science or related discipline. OR Associate's Degree in a IT related discipline or in lieu of degree, 10 plus years experience in related role.5 - 7 years experience in desktop services, network services and/or server/storage servicesCertifications such as A+ or Microsoft MC a bonusPerform On-Call support for remote usersAbility to work with users of various levels of technical expertiseExcellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations and VDIExcellent technical knowledge of PC internal components, including drives, cards, memory upgradesHands-on hardware troubleshooting experienceExtensive equipment support experience with Dell, EMC, Cisco, etc.Working technical knowledge of current protocols, operating systems, and standardsWorking knowledge of DNS and DHCPAbility to operate tools, components, and peripheral accessoriesAble to read and understand technical manuals, procedural documentation, and OEM guidesAbility to conduct research into PC issues and products as requiredEffective interpersonal skills and relationship-building skillsStrong written and oral communication skillsAbility to present ideas in user-friendly languageUnderstanding of the organizations goals and objectivesAnalytical and problem-solving abilities, with attention to detailSelf-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environmentExperience working in a team-oriented, collaborative environmentA strong customer-service orientationResponsibilities to Anticipate/Expect:Will be responsible for supporting a variety of devices at an assigned GDLS siteMultitask effectively and resolve multiple complex computer issues concurrently.Set, communicate, and meet realistic expectations for users and leadership when issues arise.Design, document, and implement support procedures for legacy systems.Clearly articulate site requirements and constraints to IT leadership.Align IT processes and procedures with site-specific processes, standards, and workflows.Perform onsite and remote analysis, diagnosis, and resolution of complex end-user computer problems; recommend and implement corrective solutions, including offsite repair for remote users when required.Accurately document equipment failures, repairs, installations, removals, moves, and changes.Track and manage equipment sent to repair depots under warranty or service contracts.Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to meet defined desktop service levels.Evaluate and implement performance upgrades to end-user devices based on software technical specifications and business needs.Collaborate with LAN technicians, network administrators, and vendors to ensure efficient operation of the end-user computing environment.Administer and resolve issues related to end-user workstation networking software and associated components, as required.Receive, triage, and respond to incoming calls, service desk tickets, email, and chat related to equipment incidents and requests.Execute moves, adds, and changes (MAC) requests submitted by the business in a timely and accurate manner.Liaise with third-party support providers and equipment vendors when necessary to resolve issues or fulfill site requirements.Ensure site requests and expectations are aligned with established IT standards, processes, and procedures.Support network, server, storage, and application infrastructure deployed at satellite sites, including hardware installation in the datacenter and application troubleshooting.Coordinate with site leadership on IT requirements, including facilities and other factors impacting IT services (e.g., power outages, generator and UPS testing).What We OfferWe offer a Total Rewards package that is Impactful and built for youHealthcare including medical, dental, vision, HSA and Flex SpendingCompetitive base pay and incentive pay that rewards individual and team performance, and comprehensive benefits401k match up to (6%)Educational assistanceOn-going learning opportunities rewarding work environmentAdditional Information100% on site roleHours: 7:30AM-4:00PM MFAvailability to work outside regular business hours as needed, to address critical issues.This position may require eligibility to obtain a US security clearance. (Non-US Citizens may not be eligible to obtain a security clearance).GDLS considers factors such as, scope/responsibilities of the position, candidate experience, education/training background, in addition to local market comparable and business considerations when extending an offer.PI286891286