Desktop Support Technician - Associate

The Desktop Support - Associate position provides user support for PC hardware and software installation, maintenance, support, refresh and troubleshooting. User support is performed in person, using remote tools, by telephone, and/or via chat. User assistance and training is included as needed. Support includes coordinating with Desktop Support team peers, Desktop Engineering technicians and their team leads. Works under the direction of the Desktop Support team lead. May occasionally include hands on support as directed from the Application, Network and Server/Storage teams.
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.
Position Responsibilities

• Perform onsite analysis, diagnosis, and resolution of computer problems for end users; recommend and implement corrective solutions, including offsite repair for remote 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 in order to deliver required Desktop service levels
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the end-user computing environment
• Investigate, report on and resolve issues with associated user workstation networking software products
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment and software support
• Perform move, add, and change requests
• Perform application testing as directed to monitoring desktop performance, report on results
• Maintain an inventory of monitors, keyboards, data drives, network cards, and other components and equipment as needed
• Interact 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 teams on hardware and software, including installation of equipment 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)

Formal Education & Certification

• Bachelor’s Degree is preferred
• Experience will be considered in lieu of degree
• 1-3 years’ experience in Desktop Support services
• Certifications such as A+ or Microsoft MC a bonus

Knowledge & Experience

• Technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations and VDI
• Technical knowledge of PC internal components, including drives, cards, memory upgrades
• Hands-on hardware troubleshooting experience
• 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 investigate PC and software issues
• 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, workstations, 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, walking, lifting