Under direct supervision, the End User Services Specialist II will perform IT support activities to address low to medium complexity IT issues (Tier 2) for the Enterprise Service Desk or a specific GD-OTS operating location under the supervision of the Enterprise Service Desk Supervisor/Manager or an End User Services Location/Strategic Business Unit Supervisor/Manager.

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.

Impact of the Role 

• Performs manual tasks according to established procedures
• Requires basic skills in an analytical or scientific method or operational process
• Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision

• Vocational or Technical Training Degree Required.
• Associates Degree in Information Technology preferred  
• 2 to 4 years of experience in Information Technology or related to the positions functional area. Equivalent combination of relevant education and/or experience. 
• Oral and written communication skills. Computer skills. Debugging skills. Technical expertise. Problem-solving skills. Analytical thinking skills. 
• Proficient in Microsoft Office Suite.
• A+ Certification preferred. 
• Basic understanding of networks, IT Security, VoIP, UPS and Network Printers preferred. 

Physical Demands 

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Requires regular movement throughout GD-OTS Facilities.
• May need to stand for long periods of time. 
• Must be willing to work outside normal business hours as required. 
• No or very little travel required.

The above statements describe the general nature and level of work only.  The statements do not represent an exhaustive list of required responsibilities and skills.  Other duties may be added or this job description may be amended at any time. This job description does not alter an employee’s at-will employment status or create an employment agreement or contract, implied or otherwise.