Senior Tech Operations Specialist - Annapolis Junction, MD

Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post. Imagine building your career by developing the solutions that support the mission of our nation's service members, intelligence analysts and first responders. That's the challenge that's waiting for you at General Dynamics Mission Systems. Here you have the opportunity to redefine innovation and excellence for the world. Are you ready? Then make a career move that makes an impact at General Dynamics Mission Systems. We apply advanced technologies such as Artificial Intelligence, Blockchain, AR/VR, Cloud Native and Quantum Physics to solve our customers' missions in cyber, RF, undersea, interstellar space and everything in between. By effectively collaborating on the Service Desk and Training Operations team, the Senior Tech Operations Specialist will support and teach the cutting-edge technology that supports some of our nation's fundamental defense services? Do you want to have immediate impact by testing, debugging, maintaining and deploying technical products using state of the art technologies and tools. Think you're up to the task? What you'll experience: Technologies that aren't just top-notch, they're often top-secret A team of bold thinkers committed to exploring what's next Opportunities to gain new knowledge - as it's discovered Providing customers with your expertise by answering customer phone calls to provide solutions and answers to customer questions and issues Documenting customer issues in our incident ticketing system Research the customer issue using the tools and resources provided such as knowledgebases, SharePoint and Teams libraries of information, co-worker knowledge Attending regular GDMS Product Training Teach/instruct on configuration, maintenance and troubleshooting for Cyber Security products Travel 25% after instructor qualification What you bring to the table: A Bachelor's degree in a related specialized area or field or equivalent plus a minimum of 2 years of relevant experience; or a Master's degree Extensive knowledge of communications systems and network operations Customer Service skills including active listening, patience, empathy and the ability to make the customer's issues your own Troubleshooting skills to analyze and resolve network issues Understanding of TCP-IP including the OSI Model, Network Routing and Subnetting in classrooms, briefings, as well as one-on-one support calls and correspondence Understanding of Network protocols including DHCP, TFTP and FTP, SMTP, Telnet, Address Resolution Protocol (ARP), DNS, OSPF, GRE Tunnels, RIP, TCP and UDP to resolve customer issues Verbal and writing skills to document the customer's issues, provide verbal and written responses to customer issues, provide step by step instructions and potential solutions and assistance to Federal employees, contractors and members of the U.S. Armed Forces Understanding of Network infrastructure including switches, routers, firewalls to evaluate customer network diagrams in a support role as well describe how GDMS products work Good oral, verbal, and presentation communication skills Ability to troubleshoot problems via email and telephone What sets you apart: Strong ability to develop solutions to highly complex problems that require significant ingenuity, innovation and creativity Solid communication skills to interface with customers of the system or network Commitment to ongoing professional development Self-motivated with ability to work independently in a fast-paced environment Basic understanding of networking principles Ability to multi-task and adapt to change CompTIA A certification required within first three months of employment CompTIA Network or Security certification Cisco CCNA or other Technical or Networking certifications are a plus Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care Ability to diagnosis technical issues using active listening and critical thinking skills Ability to match resources to technical issues appropriately Typing skills to ensure quick and accurate entry of service request details Desire to learn new technical skills and disciplines Target salary range: USD $86,016.00/Yr. - USD $90,000.00/Yr. This estimate represents the typical salary range for this position based on experience and other factors (geographic location, etc.). Actual pay may vary. This job posting will remain open until the position is filled. Additional Qualifications/Responsibilities Basic Qualifications Bachelor's degree in a related specialized area or field or equivalent is required plus a minimum of 2 years of relevant experience; or a Master's degree. CLEARANCE REQUIREMENTS: Department of Defense Secret security clearance is required at time of hire. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.