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Chantilly, Virginia Full Time Posted: Saturday, 9 November 2019

Job Description

General Dynamics Information Technology (GDIT) is currently seeking an experienced IT professional to lead a technical support team. The ideal candidate will have excellent problem-solving and communications skills as well as a previous work history of providing tier 3 support in a large enterprise environment. This position requires an individual who possesses a positive attitude, organizational skills, a drive to focus and produce results, and the ability to lead a team to provide an excellent customer experience, while effectively managing customer relationships in a constantly changing and evolving environment. Experience with VoIP and network security is a plus. This is a Full time salaried position with compensation to be based on experience and overall strength of the candidate. In addition to receiving a competitive salary and generous health and personal benefits, the IT Engineer will enhance their skill set among a talented and technically accomplished group of colleagues.

Primary responsibilities include providing technical leadership to a geographically dispersed Tier 3 Service Operations team. The Service Operations team maintains multiple large enterprise environments; maintaining timely incident resolution, monitoring, improvements and integrating with engineering and development teams. The supporting infrastructure includes multiple Microsoft based networks spanning multiple security enclaves within a hybrid (Windows & RHEL) environment.

Essential Job Duties:

  • Manage the technical support team's high-quality, timely resolution of support requests
  • Maintain low ticket inventory by proactively reaching out to team members to analyze for any 'roadblocks' and then resolving them.
  • Provide coaching, training, planning, and scheduling functions ensuring staff productivity and efficiency of work
  • Actively coordinate and collaborate with team members and customers to understand, propose, and continuously implement service improvements
  • Assist with analysis, planning, testing, and implementation of solutions.
  • Resolve issues escalated from team members, providing guidance and education
  • Ensure that team members review and edit customer and technical support knowledge base documentation on a regular basis
  • Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software, and technical services
  • Identifies, analyzes, and resolves system incidents with both short-term workarounds and long-term solutions. Responds to escalated service desk/team requests
  • Communicate effectively (in oral and written form) with a variety of individuals; work well within small and large team environments.
  • Participates in special projects as required
  • Education

    Bachelors Degree or an equivalent combination of education and work experience required


    8+ years of relevant IT experience

    5+ years of Information Technology experience at an enterprise level in a related role requiring customer service, confidentiality, timeliness, organization, prioritization, troubleshooting, and working independently to successfully achieve results. Team leadership role within time period.

  • TS/SCI with Poly
  • ITIL v3 Foundations
  • Candidate must possess an appropriate and current DoD Information Assurance (IA) Certification to be considered for employment; either valid CompTIA Security+ CE, Systems Security Certified Practitioner (SSCP) or Cisco Certified Network Associate (CCNA)-Security. CompTIA Security+ CE Certification is the preferred certification. In addition, candidate must attain the required DoD 8570 Computing Environment (CE) Training within six (6) months of Hire Date.

  • Skills, Knowledge, and Technical Abilities

  • Experience developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Windows Enterprise ComputingWindows 10 | Server 2012R2/2016Active Directory InfrastructureGroup Policy with AGPMDHCP | DFS | DNS | ADFS | NTFSMicrosoft IIS 6+
  • Microsoft Enterprise ManagementExchange 2016System Center Operations Manager 2016System Center Configuration Manager 1902SQL 2012+ database clusters (always-on)PowerShell
  • EVDI Desktop ComputingCitrix - Studio, Director, XenAppVMware - vCenter, VROP, User Experience Manager (UEM)
  • LinuxRHEL 6.7+Satellite REPO management
  • AmazonAWS cloud management
  • Benefits of this Position:

  • Opportunity for Fast Growth within the program
  • Professional Development Assistance - Covering the Cost of Obtaining Professional & Technical Certifications (depending on program)
  • Educational Reimbursement - toward degree programs and individual coursework
  • 401K Match - with 100% vesting on day one
  • Health, Dental and Vision Coverage to keep you healthy, starting your first day
  • We know work-life balance is important, GDIT offers Paid Time Off, Plus 10 Paid Holidays
  • Parking and transit commuter benefits
  • Why Work at General Dynamics IT?

  • Work with top talent and some of the brightest minds in your field
  • Support missions that make a difference to our Nation
  • Become part of an organization that that is committed to the highest ethical standards in all that we do
  • Thrive in the stability of a large organization, with the ability to move onto new opportunities, supporting different missions, building your career within GDIT
  • Want to move, or find a job close to home? We have positions in several locations in the United States and the world
  • Enjoy a culture that supports work-life balance
  • General Dynamics is a Fortune Blue Ribbon Company and Clearance Jobs Top 10 Government Contractor.

    General Dynamics Information Technology solves our customers' challenges through future-focused technology and services, ingenuity and deep mission-knowledge. Partnering with government, defense, the intelligence community, industry leaders and cutting-edge technology companies, we deliver solutions that make a difference - helping our customers to advance mission performance, transform operations and discover opportunities to build a better future.

    General Dynamics Information Technology, or GDIT, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


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    Chantilly, Virginia, United States of America
    General Dynamics
    General Dynamics
    11/9/2019 10:35:17 AM

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