Job Information
General Dynamics Information Technology Telecom. Analyst Senior in Spokane, Washington
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: SSBI (T5)
Job Family: Telecommunications
Job Description
PRINCIPAL DUTIES/RESPONSIBILITIES:
Answer incoming customer calls and emails: Identify, research, and resolve issues
Applies basic diagnostic techniques to identify problems and recommend solutions
Performs escalation procedures
Properly assigns tickets priority using impact and urgency and product categorization
Perform password resets on applicable systems
Create and/or mature knowledge management articles in support of incident resolution
Maintains current knowledge of relevant technology as assigned.
Participates in special projects as required
Experience using computer management tools to provide remote support
Develop and implement SOPs in accordance with customer standards
Position Requirements:
Ability to maintain customer focus during difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers)
Ability to manage priorities in a fast-paced environment and work well under pressure
Professional verbal and written communication skills required
Ability to work independently with minimum supervision
Ability to support critical outage event and act as a key POC to resolve issues quickly
Ability to develop SME experience on one or more systems or applications
Education:
Bachelor’s degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience.
Avaya Aura Communication Manager implementations, maintenance, and administration. (Desirable)
Avaya ACIS-level certifications in Aura Communication Manager and CM Messaging Embedded (R6.X. R8.X), Contact Center, and/or Conferencing. (Desirable)
Avaya ACSS-level certifications in Aura Communication Manager and CM Messaging Embedded, Conferencing, Session/System Manager, Call Center Elite, Contact Center, and/or Experience Portal with Proactive Outreach Monitor. (Desirable)
Prior experience as an Avaya Tier II helpdesk engineer. (Desirable)
Succession Advanced Patching (Desirable)
Avaya Routing experience (Desirable)
Maintenance of Nortel OPT and CS1K, Norstar and or BCM training (Optional)
ITIL v3 Foundation certification (Optional)
Ability to obtain/retain an FAA-issued PIV badge/position of public trust. (Mandatory)
Certified in either CompTIA A+, Net+, or Security + (Mandatory)
Qualifications:
8-10 years of related telecommunications experience.
Additional Job Description
COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action 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 protected class.
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