End User Services Technician

Company Overview

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 around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters. Our Ethos of Honesty, Trust, Transparency, and Alignment, are the guiding principles that form the foundation of everything we do.

Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission, and collaboration is key to our success - fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders. Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation;

healthcare, wellness, retirement, and work/life benefits that include career development and recognition programs. If who we are and what we do resonates with you, we invite you to join our high-performance team!

The IT Enterprise Service Desk Technician (Technician I) will provide technical support to internal users of the organization's computer applications and hardware components. This position will be the first point of contact for users experiencing technical issues and will play a critical role in ensuring the organization's systems and networks remain operational. The technician will collaborate with network services, software systems engineering, and application development teams to restore service or identify underlying technical problems.

Additionally, they will maintain a troubleshooting tracking log to document issues and ensure timely resolution. The role requires a commitment to delivering exceptional customer service while adhering to established service levels and standards.

• 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 in responding to end-user requests for technical assistance by 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 and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the 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 re-set passwords. Fulfills all service level standards for response time and quality.

The ideal candidate will have a passion for IT support and enjoy working in a fast-paced environment where they can contribute to the operational efficiency of the organization's technology infrastructure. Familiarity with enterprise service desk tools and best practices (such as ITIL principles) is highly desirable.

• Required 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

• Preferred 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.

No or very little travel likely.

The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. 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.