Tier-1 Network Monitor / Help Desk Support - General Dynamics IT

Key Responsibilities

• Monitor network infrastructure for performance issues and outages.
• Provide first-level technical support to end-users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Escalate complex issues to higher-level support teams.
• Document all support requests and resolutions in a ticketing system.
• Maintain a high level of customer satisfaction.

Requirements

• Proven experience in a Tier-1 Help Desk or Network Monitoring role.
• Proficiency in troubleshooting common IT issues.
• Familiarity with network monitoring tools.
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Excellent communication and interpersonal skills.