IT Desktop Technician

General Dynamics - Westminster, MD

Full-time - Mid Level

Remote - Westminster, MD

10,001+ employees

Transportation Equipment Manufacturing

About the position

The IT Technician's role is to provide a single point of contact for all IT services required at the assigned site. The technician is responsible for all end user support and maintenance within the site, the end-user computing environment, hands-on support as directed for application, network, server, and storage towers, and acts as the IT representative identifying site IT requirements and challenges. The technician troubleshoots problem areas (in person, using remote tools, by telephone, and/or via chat) in a timely and accurate fashion, and provides end-user assistance as needed. This includes coordination with GDLS headquarters desktop, server, storage, network, and application support teams to fulfill site requirements and needs. General Dynamics is a successful Fortune 100, global aerospace and defense company, with over 90,000 employees worldwide. General Dynamics Land Systems, a business unit of General Dynamics, has a strong foundation of delivering core engineering and manufacturing capabilities to our clients for military vehicles. Our team is focused on continuous process and productivity improvements that reduce product costs while increasing troop safety and effectiveness. Land Systems continues to work with the US Armed Forces and its Allies to ensure these vehicles remain survivable, relevant, flexible, affordable, and capable of addressing a dynamic threat environment.

Responsibilities

• Provide a single point of contact for all IT services required at the assigned site.
• Responsible for all end user support and maintenance within the site.
• Troubleshoot problem areas in a timely and accurate fashion.
• Coordinate with GDLS headquarters desktop, server, storage, network, and application support teams.
• Support a variety of devices at the assigned site.
• Effectively communicate site requirements to IT leadership.
• Align IT processes and procedures with the site processes and procedures.
• Conduct research on end-user devices in support of standardization and procurement efforts.
• Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.
• Manage remote site inventory and coordinate with management on ordering of IT equipment and peripherals.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the end-user computing environment.
• Administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Perform moves, adds, and changes requests as they are submitted by business.
• Prepare tests and applications for monitoring desktop performance, and provide performance statistics and reports.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• Liaise with third-party support and equipment vendors if necessary.
• Ensure alignment of site requests and expectations with IT standards, processes, and procedures.
• Support Network, Server, Storage, and Applications on hardware and software deployed at satellite site.
• Ensure the site complies with datacenter standards for cooling, cabling, etc.
• Coordinate with site leadership on IT requirements, including facilities and other requirements impacting IT Services.

Requirements

• Bachelor's Degree is preferred; experience will be considered in lieu of degree.
• 3-5 years' experience in desktop services, network services, and/or server/storage services.
• Certifications such as A+ or Microsoft MC are a bonus.
• Must be a U.S. Person (i.e., a lawful permanent resident of the U.S.).
• Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations, and VDI.
• Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with Dell, EMC, Cisco, etc.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• A strong customer-service orientation.
• Driver's license in good standing.

Nice-to-haves

• Experience with ITIL processes and frameworks.
• Knowledge of cybersecurity principles and practices.
• Familiarity with cloud services and virtualization technologies.

Benefits

• Healthcare including medical, dental, vision, HSA and Flex Spending.
• Competitive base pay and incentive pay that rewards individual and team performance.
• 401k Match (6%).
• Educational Assistance.
• On-going learning opportunities within a diverse, inclusive and rewarding work environment.
• 9-80 Work Schedule allowing employees to take every other Friday off.
• Onsite Cafeteria.