Help Desk Technician

DUTIES & RESPONSIBILITIES: #6467  Receive, screen troubleshoots and resolves telephone inquiries from employees regarding issues/problems with their personal computers or peripheral hardware. Diagnose, identify, isolate and analyze computer problems utilizing department procedures. Identify and analyze problems to provide resolution or arrange for service with a technician. Troubleshoot/resolve intermediate issues with both hardware and software (including in-house proprietary application).  Maintain database for tracking activity of all service request. Identify/troubleshoot intermediate issues related to TCP/IP usage, VPN installation & connection and general wireless & broadband connectivity. Assist employees in resetting network and SAP application passwords. Assume leadership in observing laws, regulations, and other applicable obligations wherever and whenever business is conducted on behalf of the Company.  Expected to work in a safe manner in accordance with established operating procedures and practices.MINIMUM QUALIFICATIONS:  Typically requires an Associate’s Degree with an emphasis in information technology, or related discipline. A certificate in Information Technology from a recognized organization or additional experience in an information systems department may be substituted in lieu of education. The position requires full knowledge of current personal computers, relevant operation systems and associated peripheral equipment and a general understanding of department policies and procedures. Experience in supporting desktop and laptop computers, 3-5 years of Help Desk/Call Center experience. Experience with Win 2K/XP/Windows Vista. Intermediate knowledge of Office 2000, 2003 and 2007 versions. Intermediate knowledge of SAP R/2 functional modules and CAT navigation. Must be capable to work independently or on a team providing solutions to a range of issues/problems. Must have strong verbal communication and customer service skills, be able to organize and handle multiple tasks/IT problems simultaneously. Be a team player and able to work in a fast-paced environment.  Must be motivated towards constantly improving their technical skills using tools both in and out of the workplace. Intermediate working knowledge of TCP/IP and internet connectivity. Intermediate working knowledge of client based firewall configurations and troubleshooting. Excellent analytical and computer problem solving skills. Adaptable to changing priorities, tasks and work schedules to meet customer service standards. Knowledge of hardware/software terminology and concepts. Detailed understanding of department policies and procedures. Must have strong customer service skills, able to explain or interpret general information, communicate with all levels of employees, establish priorities, resolve routine technical situations, and able to work extended hours as required. Must be able to maintain strict confidentiality. For positions not described here, apply through the General Atomics website: www.ga.com. COMPANY:  General Atomics LOCATION:  San Diego, CA 92121 STATUS:  Full Time, Employee JOB CATEGORY:  IT/Software Development CAREER LEVEL:  Experienced (Non-Manager) REFERENCE CODE: 6467