Job Description
This position provides Tier 2 IT support for Army networks, resolving incidents on desktops, laptops, printers, and VoIP systems to maintain operational readiness at Fort Novosel sites. It serves 100,000 military personnel with technical troubleshooting and installations, ensuring compliance with security protocols and reducing downtime. The role integrates with ITSM systems for efficient ticket management in defense operations.
General Dynamics Information Technology delivers technology and services to U.S. government agencies, focusing on AI, cloud, cyber, and application development to support defense missions. With 30,000 experts worldwide, the firm operates in 50 countries to provide cybersecurity and modernization solutions for intelligence communities.
Operators troubleshoot hardware, install software like Microsoft Office, repair peripherals, and escalate complex issues to analysts using tools like printers and fiber optic cabling. They interact with end-users via phone and system controls, prioritizing critical tickets. Work occurs in secured facilities. A challenge is obtaining IAT Level II and specific certifications within 30-60 days while managing high-volume requests under pressure.
Hourly rate ranges from $27.80 to $28.74, with 40-hour weeks onsite at Fort Novosel, including less than 10% travel. Benefits include medical plans, vision, dental, 401K match, life insurance, short/long-term disability, flex time, paid vacation, sick leave, holidays, and parental leave. Professional development includes AI-powered career tools, certifications, and training for advancement.
Responsibilities
- Lead/Manage/Support missions by providing Tier 2 IT support
- Resolve complex incidents escalated from Tier 1
- Troubleshoot end-user devices and networking issues
- Install, troubleshoot, and repair computer systems and peripherals
- Collaborate with software users for problem resolution
- Podczas problem solving steps to customers
- Set up and train users on hardware and software
- Prioritize workload and document procedures
Requirements
- High school diploma
- 5+ years of related experience
- Current IAT Level II certification
- CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, or CND
- Microsoft 365 Certified: Endpoint Administrator Associate training within 60 days
- ITIL v4 Foundations or higher within 30 days