End User Svcs Sr Technician - General Dynamics Ordnance & Tactical Systems

The End User Services (EUS) Senior Technician is responsible for providing high-level technical support to the GD-OTS Senior Leadership Team and to GD-OTS St. Petersburg Office. This role involves troubleshooting, maintaining, and optimizing end-user devices and services, ensuring minimal downtime and maximum efficiency for users within the headquarters building.  This is an on-site position within a fast-paced office environment. After-hours and on-call support will be required for this role. The EUS Sr. Technician plays a crucial role in ensuring seamless operation of technology for all staff within the St. Petersburg Office, directly contributing to the overall efficiency and success of the organization.

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves 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. 

• Vocational/Technical Training Degree and 3-5 years experience OR Equivalent combination of relevant education and/or experience
• Associate's Degree preferred
• Technical training preferred
• Must have the following Knowledge, Skills, & Abilities:
  • Computer Skills and Technical Expertise.
  • Detail Oriented.
  • Computer Troubleshooting.
  • End-User Training. Issue Resolution.
  • Mobile Computing.
  • Mobile Device Support.
  • Solution Delivery.
  • Solution Management.
  • Systems Analysis.
  • Technical Troubleshooting.
  • User Guides.
  • General Office Software.
  • IT Help Desk Software

Physical Demands:

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal saftey/health hazard potential
• Travel Requirements: 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.