IT Desktop Technician Job Description About the

Role:

The IT Technician serves as the main contact for all IT services at a site, handling enduser support and maintenance, supporting applications, networks, servers, and storage, identifying local IT needs and issues, troubleshooting problems through various channels, and coordinating with GDLS headquarters IT teams to ensure the site's requirements are met. About GDLS We Serve Those Who Protect What Matters. At General Dynamics Land Systems, we build the combat vehicles and integrated technologies that give soldiers a decisive advantage. We design, engineer and sustain advanced tracked and wheeled systems paired with modern electronic architecture, AI-enabled capabilities and autonomy-ready technology. From Abrams to LAV, Stryker to AJAX, robotic platforms to software solutions and beyond, our portfolio delivers proven performance for customers around the world. That's why Soldiers and Marines have trusted General Dynamics Land Systems products in the toughest conditions for decades. We deliver the power to win. Every day, our global team looks beyond the horizon, solving problems before they become challenges. Bring your talent. Bring your purpose. Let's shape the future of General Dynamics Land Systems together. Qualifications Bachelors Degree in Information Technology, Computer Science or related discipline. OR Associate's Degree in a IT related discipline or in lieu of degree, 10 plus years experience in related role. 5 - 7 years' experience in desktop services, network services and/or server/storage services Certifications such as A+ or Microsoft MC a bonus Perform On-Call support for remote users Ability to work with users of various levels of technical expertise 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 Working knowledge of DNS and DHCP 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 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 Working knowledge of DNS and DHCP Ability to operate tools, components, and peripheral accessories Able to read and understand technical manuals, procedural documentation, and OEM guides Responsibilities to

Anticipate/Expect:

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. Will be responsible for supporting a variety of devices at an assigned GDLS site Multitask effectively and resolve multiple complex computer issues concurrently. Set, communicate, and meet realistic expectations for users and leadership when issues arise. Design, document, and implement support procedures for legacy systems. Clearly articulate site requirements and constraints to IT leadership. Align IT processes and procedures with site-specific processes, standards, and workflows. Perform onsite and remote analysis, diagnosis, and resolution of complex enduser computer problems; recommend and implement corrective solutions, including offsite repair for remote users when required. Accurately document equipment failures, repairs, installations, removals, moves, and changes. Track and manage equipment sent to repair depots under warranty or service contracts. Install, configure, test, maintain, monitor, and troubleshoot enduser workstations and related hardware and software to meet defined desktop service levels. Evaluate and implement performance upgrades to enduser devices based on software technical specifications and business needs. Collaborate with LAN technicians, network administrators, and vendors to ensure efficient operation of the enduser computing environment. Administer and resolve issues related to enduser workstation networking software and associated components, as required. Receive, triage, and respond to incoming calls, service desk tickets, email, and chat related to equipment incidents and requests. Execute moves, adds, and changes (MAC) requests submitted by the business in a timely and accurate manner. Liaise with thirdparty support providers and equipment vendors when necessary to resolve issues or fulfill site requirements. Ensure site requests and expectations are aligned with established IT standards, processes, and procedures. Support network, server, storage, and application infrastructure deployed at satellite sites, including hardware installation in the datacenter and application troubleshooting. Coordinate with site leadership on IT requirements, including facilities and other factors impacting IT services (e.g., power outages, generator and UPS testing). What We Offer We offer a Total Rewards package that is Impactful and built for you Healthcare including medical, dental, vision, HSA and Flex Spending Competitive base pay and incentive pay that rewards individual and team performance, and comprehensive benefits 401k match up to (6%) Educational assistance On-going learning opportunities rewarding work environment Additional Information 100% on site role

Hours:

7:30AM-4:00PM MF Availability to work outside regular business hours as needed, to address critical issues. This position may require eligibility to obtain a US security clearance. (Non-US Citizens may not be eligible to obtain a security clearance). GDLS considers factors such as, scope/responsibilities of the position, candidate experience, education/training background, in addition to local market comparable and business considerations when extending an offer.