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Technical Support Analyst I

Date: May 9, 2022

Location: San Diego, CA, US, 921113

Company: National Steel and Shipbuilding Com

Job Posting End Date:  May 12, 2022

Shift:                               1st shift

Security Clearance:      No Clearance Required

 

 

 

SUMMARY

Provide technical assistance to the end-users of the mainframe computer and the Enterprise Network and under direct supervision of the Help Desk Supervisor, analyzes, troubleshoots, repairs and maintains desktop systems and peripheral equipment. Reports to the Help Desk Supervisor. Works with users to implement changes and debug problems on their NASSCO issued IT device(s).

 

ESSENTIAL FUNCTIONS AND DUTIES

  • Performs installs and upgrades of desktop hardware, software and peripherals.
  • Performs desktop tests to ensure proper desktop operation.
  • Debugs common desktop and peripheral errors.
  • Performs basic review of desktop applications and identify system problems.
  • Prepares personal plans and estimates for assigned tasks.
  • Prepares status reports to reflect progress against plan and updates assigned IT tickets with status.
  • Receives and records all incoming trouble calls.  Initiates problem-tracking tickets.
  • Employs Tier 1 problem resolution to the technical problems encountered by the end-users in the areas of mainframe, personal computer, and networking issues.
  • Interfaces with appropriate venders to service equipment.
  • Reports network faults including hardware, software, and vender maintenance to responsible areas.
  • Follow-up any pending problems to ensure that all requirements have been established.
  • Resolve and follow-up with end-users on problems with a high level of complexity.
  • Responsible to elevate problems of unusual complexity to management level personnel.
  • Key contact for communications to user community on network/system outage statuses.
  • Responsible for IT management notification of high impact problems.
  • Provides problem status to end-users.  Recommends modifications to procedures.
  • Provides general information and status regarding the shared processing services.
  • Assists in department server administration in resetting account activation.
  • Updates and maintains inventory systems.
  • Maintains documentation to Help Desk procedures.
  • Additional responsibilities and duties as assigned.

 

SKILLS AND QUALIFICATIONS

  • An Associate’s degree in Information Technology (IT) preferred or equivalent experience/education.
  • A+ Certificate or basic knowledge of interrelationship of various desktop components.
  • One to three years of experience in IT Help Desk functions.
  • Knowledge of IT standards and application thereof.
  • Ability to install and upgrade standard software.
  • Ability to debug common desktop and peripheral problems.
  • Ability to participate effectively in one-on-one discussions.
  • Ability to write short, simple, factual material.
  • Ability to work effectively in a team.
  • Desire to learn company business.
  • Ability to resolve network, communication and host computer processing problems.
  • Ability to resolve personal computer hardware issues using general diagnostic procedures to determining problem and resolution.
  • Knowledge of PC software used at NASSCO to enable customer support.
  • Ability to prioritize dispatch of customer trouble calls.
  • Ability to handle stressful situations.
  • Ability to handle multiple phone calls during system interruptions.
  • Actively participates in implementing and monitoring continuous improvement initiatives to improve safety, improve quality, reduce cycle time, and reduce costs.

 

PHYSICAL DEMANDS

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to sit, use hands to fingers, handle or feel objects, or controls, and to talk and hear.  Must be physically able to walk to all yard locations.  Must be able to lift weights up to 50 pounds.  The noise level in the work environment is usually moderate.

 

ACCOUNTABILITY

  • Responsible for the installation and upgrade of desktop and peripherals to perform to specification and meet IT standards.
  • Resolve a majority of problems without having to contact venders or additional NASSCO personnel.
  • Minimize downtime of hardware and software by coordinating all recovery personnel.
  • Assist walk-in users and visitors.

General Dynamics NASSCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other basis protected by local, state, or federal law.

To learn more about applicant rights under federal law, click here:

EEO is the Law Poster

EEO is the Law Supplement

Pay Transparency

If you have a disability that impacts your ability to complete the job application process and would like to request an accommodation, please contact our Human Resources Department.

Call (619) 544-8511 or email nasscohr@nassco.com. This contact information is for accommodation requests only, not to inquire about the status of applications.

 


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