Help Desk / Telecommunications Analyst (Air Force)

General Dynamics Information Technology is a top-tier IT integrator that provides information technology, systems engineering and professional services to customers in the defense, intelligence, homeland security, federal civil and commercial sectors. With 16,000 professionals worldwide, the company has the customer knowledge, domain expertise and proven performance to manage large-scale, mission-critical IT programs.

GENERAL SUMMARY:
Evaluates, designs, and maintains telecommunications systems; works under limited supervision; performs additional duties as assigned.

PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Manning a help desk center during the standard hours of 0600-1800 M-F (excluding Federal Holidays) with the appropriate number of positions and experience for the call volume that is determined after initial stand-up.
2 Providing on-call personnel to troubleshoot, resolve, track, and escalate problems during non-standard duty hours.
3 Developing help desk standard operating procedures and troubleshooting processes/flowcharts.
4 Personnel experienced in navigating and using all capabilities of the Enterprise Information Management (EIM) system including the Air Force Portal, IBM Document Management (DM), IBM Content Management (CM), and IBM Records Management tool suites. Assigned personnel should also be familiar with HAF organizational structure and workflow staffing processes.
5 Identifying the user's problem, recreating the user¿s problem, identifying if the problem is system, procedure, or user related. Escalating problems that are system or business process procedural related. Directly resolving problems that are user related.
6 Responding to and resolving calls and trouble tickets escalated from the GCSS-AF level 1 Help Desk and calls received directly from end users.
7 Troubleshooting, identifying, reporting, escalating, tracking, and monitoring all system issues.
8 Working with IBM and other vendors as appropriate to escalate problems for troubleshooting.
9 Using the Remedy tool suite to receive and track all reported issues. Inputting new issues discovered internally into Remedy for tracking.
10 Assigning issues inputted into Remedy to the appropriate user and/or work-center.
11 Dispatching to locations in the NCR to resolve problems at end user workstations.
12 Coordinating with the local IT support function if the problem is determined to be unrelated to EIM. For example, if the problem is workstation or network related and the EIM help desk cannot resolve.
13 Input/Update/Maintain a database of previously identified system issues and resolution applied to form a knowledgebase within Remedy tool suite.
14 Tracking all scheduled and unscheduled outages. Providing system uptime percentages to management.
15 Tracking system Configuration Management including maintaining all software versions, patch versions installed on all systems, etc.
16 Reporting scheduled and unscheduled outages to the system users.
17 Providing a "dashboard" capability as a method of allowing 24x7x365 visibility for key management into the overall status of the EIM system.
18 Developing procedures for the proactive identification of problems impacting the system and users. Procedures should also identify potential states that can cause system problems.
19 Tracking system end-user usage.
20 Providing reports as necessary to management on system status, uptime, outages, problems, resolutions, and standard operating procedures implemented.
REQUIREMENTS
EDUCATION AND EXPERIENCE
1. Typically requires 5-8 years of related experience in telecommunications support
2. Bachelors Degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience.
3. Must have an Active Security Clearance

SKILLS AND ABILITIES:
1. Comprehensive knowledge of the fundamental concepts used in telecommunications systems administration and support
2. Comprehensive knowledge of relevant hardware and software applications


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Principals only please. An EEO/AA Employer M/F/D/V

3. May require one or more professional certifications.