End User Services Technician

Job Title

End User Services Technician I

US-FL-St Petersburg
Job :
Type:
Full Time
# of Openings: 1
Category:
Information Technology

Location:

St Petersburg, FL

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. OTS empowers the U.S. military and its allies with a wide range of products that enhance strategic and tactical capabilities. Our culture is built on honesty, trust, transparency, and alignment—with integrity, innovation, and collaboration at its core.

• Acquires basic skills to perform routine tasks
• Develops understanding in an analytical or scientific method or operational process
• Works with close supervision
• Performs manual tasks according to established procedures

• Supports end‑user requests for technical assistance via phone, email, or ticketing system.
• Assists with troubleshooting and resolving basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems to meet service levels.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on 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 reset passwords. Fulfills all service level standards for response time and quality.

• Education and experience: Attending a Vocational / Technical School or internal training program OR Equivalent Combination of Relevant Education & Experience or Skillset; no prior experience needed.

• Education and experience: Vocational/Technical Training Degree.
• Discipline/Major: Technical training preferred.
• 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.

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Requires regular movement throughout GD-OTS facilities.
• Work primarily in a climate‑controlled environment with minimal safety/health hazard potential.
• Must be willing to work outside normal business hours as required.

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Requires regular movement throughout GD-OTS facilities.
• Work primarily in a climate‑controlled environment with minimal safety/health hazard potential.
• Must be willing to work outside normal business hours as required.

The above statements describe the general nature and level of work only. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee’s at‑will employment status or create an employment agreement or contract, implied or otherwise.

If you require assistance or an accommodation for a disability covered under the Americans with Disabilities Act, please email  or call: 727‑578‑8295. General Dynamics Ordnance and Tactical Systems Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans.