End User Svcs Technician II

General Dynamics Ordnance & Tactical Systems•Saco, ME

About The Position

General Dynamics Ordnance and Tactical Systems (OTS) is a global leader in the design, engineering and production of munitions, energetics, weapons, armaments, and missile subsystems around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters. Our Ethos of Honesty, Trust, Transparency, and Alignment, are the guiding principles that form the foundation of everything we do. Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission, and collaboration is key to our success - fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders. Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement, and work/life benefits that include career development and recognition programs. If who we are and what we do resonates with you, we invite you to join our high-performance team! Job Summary Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems Impact of the Role General Profile Requires basic skills in an analytical or scientific method or operational process Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines Works with close supervision Performs manual tasks according to established procedures

Requirements

Vocational/Technical Training Degree and 1-2 years' experience OR Equivalent Combination of Relevant Education &/or Experience

Nice To Haves

Associate's Degree
Discipline/Major: Technical degree or equivalent training and experience
Knowledge, skills & abilities: Computer Troubleshooting.
End-User Training.
Escalation Management.
Help Desk / Desktop Support.
Help Desk Management.
Issue Resolution.
Solution Delivery.
Technical Support.
Technical Troubleshooting.
Upgrades Management.
Performance Metrics.
Ticketing/Tracking.
IT Help Desk Software.

Responsibilities

Responds to end-user requests for technical assistance by phone, email, or ticketing system.
Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution.
May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
Fulfills all service level standards for response time and quality.

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