• Lead End User Assistance

    General Dynamics Information Technology (Washington, DC)


    **Req ID:** RQ210688

    **Type of Requisition:** Regular

    **Clearance Level Must Be Able to Obtain:** None

    **Public Trust/Other Required:** Other

    **Job Family:** Technical Support Services

    Skills:

    End Users,Technical Support,User Assistance

    Experience:

    10 + years of related experience

    US Citizenship Required:

    Yes

    Job Description:

    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.

     

    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.

     

    We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

     

    Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

     

    Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans