IT Desktop Technician - General Dynamics Land Systems US

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.

Company Information

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 military vehicle clients. Our team focuses on continuous process and productivity improvements to reduce product costs while increasing troop safety and effectiveness.  Land Systems continues to work with the US Armed Forces and their Allies to ensure these vehicles remain survivable, relevant, flexible, affordable and capable of addressing a dynamic threat environment.

Our Ethos

General Dynamics Land Systems ethos is our distinguishing moral nature. Each of us has an obligation to behave according to our values. In that way, we ensure we continue to be good stewards of the investments by our shareholders, customers, employees and communities, now and in the future. Our ethos is rooted in five values: 1) Honesty – We tell the truth to ourselves and to others. Honesty breeds transparency.  2) Trust – We trust each other to do the right thing.  3) Humanity – We are compassionate and empathetic.  We respect the dignity, rights and autonomy of others.  4) Alignment – We are united in our commitment to our values.  5) Value Creation – We create value by doing the right thing for our shareholders, our customers, our employees and our communities.

Responsibilities

Strategy & Planning

• Able to support a variety of devices at assigned site
• Able to effectively communicate site requirements to IT leadership
• Align IT processes and procedures with the site processes and procedures

Acquisition & Deployment

• 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

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• 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 in order to deliver required Desktop service levels
• 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
• Where required, 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
• Answer to and perform moves, adds, and changes requests as they are submitted by business
• Prepare tests and applications for monitoring desktop performance, and then 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
• If necessary, liaise with third-party support and equipment vendors
• 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, to include installation of hardware in datacenter and application troubleshooting
• Ensure the site complies with datacenter standards for cooling, cabling, etc.
• Coordinate with site leadership on IT requirements to include facilities and other requirements impacting IT Services, (i.e. power outages and generator/UPS testing)

Position Requirements

Formal Education & Certification

• 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 a bonus

Knowledge & Experience

• 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

Personal Attributes

• 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

Work Conditions

• 9 day/80 hour schedule over two weeks
• On-call availability
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components
• Lifting and transporting of heavy to moderately heavy objects, such as computers monitors, and peripherals
• Flexibility to work above and below desk height and on a ladder
• Exposure to both office and heavy manufacturing environments, working in and around dust and fumes, heat and cold, moving machinery, and in areas with a high noise volume
• Bending, kneeling, standing, stooping, walking, lifting