What are the responsibilities and job description for the End User Services Technician II position at General Dynamics?
Responsibilities for this Position
End User Services Technician II
US-ME-Saco
Job ID : 2024-33256
Type : Full Time
of Openings : 1
Category : Information Technology
Saco, ME
Overview
Under direct supervision, the End User Services Specialist II will p erform IT support activities to address low to medium complexity IT issues (Tier 2) for the Enterprise Service Desk or a specific GD-OTS operating location under the supervision of the Enterprise Service Desk Supervisor / Manager or an End User Services Location / Strategic Business Unit Supervisor / Manager.
Responsibilities
- 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.
Impact of the Role
Qualifications
Physical Demands
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 employees at-will employment status or create an employment agreement or contract, implied or otherwise.
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