By effectively collaborating on the Service Desk and Training Operations team, the Senior Tech Operations Specialist will support and teach the cutting-edge technology that supports some of our nations fundamental defense services? Do you want to have immediate impact by testing, debugging, maintaining and deploying technical products using state of the art technologies and tools. Think youre up to the task?
What youll experience
Technologies that arent just top-notch, theyre often top-secret
A team of bold thinkers committed to exploring whats next
Opportunities to gain new knowledge - as its discovered
Providing customers with your expertise by answering customer phone calls to provide solutions and answers to customer questions and issues
Documenting customer issues in our incident ticketing system
Research the customer issue using the tools and resources provided such as knowledgebases, SharePoint and Teams libraries of information, co-worker knowledge
Attending regular GDMS Product Training
Teach/instruct on configuration, maintenance and troubleshooting for Cyber Security products
Travel 25% after instructor qualification
What you bring to the table
A Bachelors degree in a related specialized area or field or equivalent plus a minimum of 2 years of relevant experience; or a Master's degree
Extensive knowledge of communications systems and network operations
Customer Service skills including active listening, patience, empathy and the ability to make the customers issues your own
Troubleshooting skills to analyze and resolve network issues
Understanding of TCP-IP including the OSI Model, Network Routing and Subnetting in classrooms, briefings, as well as one-on-one support calls and correspondence
Understanding of Network protocols including DHCP, TFTP and FTP, SMTP, Telnet, Address Resolution Protocol (ARP), DNS, OSPF, GRE Tunnels, RIP, TCP and UDP to resolve customer issues
Verbal and writing skills to document the customers issues, provide verbal and written responses to customer issues, provide step by step instructions and potential solutions and assistance to Federal employees, contractors and members of the U.S. Armed Forces
Understanding of Network infrastructure including switches, routers, firewalls to evaluate customer network diagrams in a support role as well describe how GDMS products work
Good oral, verbal, and presentation communication skills
Ability to troubleshoot problems via email and telephone
What sets you apart
Strong ability to develop solutions to highly complex problems that require significant ingenuity, innovation and creativity
Solid communication skills to interface with customers of the system or network
Commitment to ongoing professional development
Self-motivated with ability to work independently in a fast-paced environment
Basic understanding of networking principles
Ability to multi-task and adapt to change
CompTIA A+ certification required within first three months of employment
CompTIA Network + or Security+ certification
Cisco CCNA or other Technical or Networking certifications are a plus
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
Ability to diagnosis technical issues using active listening and critical thinking skills
Ability to match resources to technical issues appropriately
Typing skills to ensure quick and accurate entry of service request details
Desire to learn new technical skills and disciplines
Salary Note
This estimate represents the typical salary range for this position based on experience and other factors (geographic location, etc.). Actual pay may vary. This job posting will remain open until the position is filled.
Combined Salary Range
USD $90,396.00 - USD $98,000.00 /Yr.
Company Overview
General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of 12,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency. We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose. You will also enjoy a flexible work environment where contributions are recognized and rewarded. If who we are and what we do resonates with you, we invite you to join our high-performance team!
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
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