HELP DESK TECHNICIAN
General Atomics - GA Unit - San Diego, CA

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The General Atomics (GA) group of companies is a world renowned leader in developing high-technology systems ranging from the nuclear fuel cycle to electromagnetic systems; remotely operated surveillance aircraft; airborne sensors; advanced electronic, wireless, and laser technologies; and biofuels.

We currently have an exciting opportunity for a Help Desk Technician to work within our ITS Service Desk & ITSM team at our facility in La Jolla/Torrey Pines.

DUTIES AND RESPONSIBILITIES:

Receives, screens, and resolves telephone inquiries from employees regarding issues/problems with their personal computers or peripheral hardware, including their operating systems and office programs.

Diagnoses, identifies, isolates and analyzes computer problems utilizing department procedures, database records and experience.

Identifies and analyzes problems to provide resolution or arrange for service with a technician.

Maintains database for tracking activity of all service requests.

Notifies PC Technicians or management of recurring problems or patterns of problems.

Prepares reports as requested and maintain and update records and databases.

Stays current on personal computer and peripheral equipment changes and trends.

Recommends updates/changes to department procedures.

May assist in software and hardware evaluations, and may assist in configuring or updating personal computers, peripheral equipment or with software deployment.

Performs other duties as assigned or required.

MINIMUM QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES:

Typically requires an Associate’s degree with an emphasis in information technology, or a related discipline and three or more years of progressive personal computer technical experience in an information systems department. A certificate in information technology from a recognized organization or additional equivalent experience in an information systems department may be substituted in lieu of education.

Must have full knowledge of current personal computers, including PCs and MACs and associated peripheral equipment, experience with Windows and MAC OS, Altiris or other ITSM based systems, SAP, Juniper VPN, and Credant, and associated peripheral equipment and a general understanding of department policies and procedures.

Must be customer focused, able to explain or interpret general information, effectively communicate with all levels of employees, establish priorities, resolve routine technical situations, and able to work extended hours and be on-call as required.

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 operated surveillance aircraft, airborne sensors, and advanced electric, electronic, wireless and laser technologies. GA is an Equal Opportunity Employer

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