IT Support Technician III

Job Summary

General Atomics (GA), and its affiliated companies, is one of the world's leading resources for high-technology systems development ranging from the nuclear fuel cycle to remotely piloted aircraft, airborne sensors, and advanced electric, electronic, wireless and laser technologies.

We have an exciting opportunity for an experienced IT Support Technician to join out Information Technology team in Adelanto, CA.

Under general direction, this position provides technical support for the installation, repair, and preventive maintenance of client computers and related systems including a variety of peripheral devices. Performs moderately complex installations, upgrades, and backups of software and hardware. Determines the method and procedure for resolving routine software and hardware failures. May identify network issues that relate to client computers. Provides technical information, prioritizes, and determines appropriate action on routine requests from all levels of employees. Must be adaptable and comfortable with change in a dynamic environment.

DUTIES AND RESPONSIBILITIES

• Self manages ticket queues priorities and leverage dashboards to provide timely support while effectively prioritizing ticket workloads
• Maintain accurate status, and notes pertaining to all tickets in queues.
• Installs, repairs, and perform preventive maintenance on a variety of moderately complex client computers and peripheral devices.
• Sets up and tests client computer systems, peripherals, and software, including operating systems.
• Provides general hardware, software, and network support to users, including user training and assistance. Guide users that are experiencing difficulties with client computers, peripherals, or software, either through in-person or remote support.
• Work parallel project efforts when necessary
• Maintains inventory accuracy by updating asset records and statuses, in accordance to asset status and movement
• Identifies, reports and collaborates with team members and external departments to resolve issues.
• Interfaces with vendors to resolve hardware/software issues.
• Supports service desk (tier 1) operations through collaboration, creating and maintaining documentation and adequate ticket hygiene.
• Rotating after hours on-call support.
• May use a vehicle to pick up or deliver hardware and software.
• Responsible for observing all laws, regulations, and other applicable obligations wherever and whenever business is conducted on behalf of the Company, and ensuring compliance with physical, digital, and cyber security standards.
• Expected to work in a safe manner in accordance with established operating procedures and practices.
• Other duties as assigned or required.

We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply.

Job Qualifications

• Typically requires an Associate's degree with an emphasis in information technology, or a related discipline, along with two or more years of progressive client computer technical experience in an information technology department. May substitute a certificate in information technology from a recognized organization and equivalent experience in lieu of education.
• Requires comprehensive knowledge of IT policies and standard procedures, with broad understanding of current end-point landscape, relevant operating systems, associated peripheral equipment and virtual /cloud technologies.
• Requires knowledge of performance and time management principles and their applications.
• Must be customer focused and demonstrate the ability to:
  • Resolve moderately complex technical situations
  • Communicate and interface effectively with all levels of personnel
  • Explain moderately complex technical information to customers and or leadership Familiarity with remote desktop tools and support platforms.
  • Familiarity with various types of technologies: VPN, MFA, FIDO2 tokens, PKI, Mobile based authentication, M365, Active Directory role based access, and various Window Operating systems imaging & management practices
  • Familiarity with ITSM framework
  • Ability to manage multiple tasks at multiple locations and prioritize effectively
  • Excellent written and oral communication and soft skills
• Must have a valid class C driver's license and able to work extended hours as required.
• Ability to travel 25% as needed
• Ability to obtain Secret security clearance
• U.S. Citizenship is required

Preferred Qualifications:

• A+, MCSA, Security+
• MAC OS, RHEL, or CentOS related certifications
• M365 Fundamentals, Microsoft Endpoint Administrator Certifications
• ITIL v4 Certifications
• ServiceNow