Desktop Support Technician

General Dynamics Information Technology, Inc.; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Career development

Internal mobility

Benefits & PTO

Military-friendly culture

Job summary

General Dynamics Information Technology, Inc. seeks a Desktop Regional Lead to coordinate regional desktop support across the Chicago area and mentor technicians. You will ensure reliable, timely IT service delivery and act as a senior escalation resource for executive users.

The role is primarily onsite with regional travel, requiring 8+ years of desktop/IT operations experience, ITIL knowledge, and ServiceNow proficiency.

Qualifications

• 8+ years of desktop support or enterprise IT operations experience.
• Experience serving as technical lead, escalation resource, or mentor.
• Working knowledge of ITIL incident, request, change, problem, and escalation processes.

Responsibilities

• Lead and coordinate daily desktop support activities regionally (incidents, requests, deployments, escalations).
• Serve as senior escalation point for complex desktop, laptop, hardware, software, and network issues.
• Provide hands-on support while mentoring desktop technicians.

Skills

Leadership

Troubleshooting

Customer service

Communication

Education

Technical training

Certifications/Degree

Tools

ServiceNow

Windows 11

Microsoft 365

Job description

DESKTOP REGIONAL LEAD – CHICAGO REGION

Advance how our customers operate while you advance your career. Join GDIT as a Desktop Regional Lead and build an impactful career in enterprise IT, supporting reliable and responsive end-user technology services.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Desktop Regional Lead, you will support the mission of the U.S. Department of Education by providing technical leadership and hands‑on desktop support across the assigned region. You will serve as a senior escalation resource, coordinate regional desktop support activities, and help ensure consistent service delivery.

• Lead and coordinate daily desktop support activities across the region, including incidents, service requests, deployments, and escalations.
• Serve as the senior technical escalation point for complex desktop, laptop, hardware, software, connectivity, authentication, and peripheral issues.
• Provide hands‑on technical support while mentoring and guiding desktop support technicians.
• Coordinate technician priorities and workloads to support timely resolution and consistent customer service.
• Collaborate with Service Desk, Endpoint Services, Asset Management, Network Operations, Cybersecurity, Engineering, and other enterprise teams.
• Support Windows 11, Microsoft 365, Teams, OneDrive, laptops, desktops, docking stations, monitors, printers, mobile devices, and enterprise applications.
• Troubleshoot endpoint hardware, software, VPN, wireless, network connectivity, authentication, and peripheral issues.
• Coordinate workstation refreshes, hardware replacements, software deployments, office moves, onboarding, offboarding, and other regional IT initiatives.
• Provide advanced support for executives, VIP users, and other high‑priority customers.
• Monitor regional ticket queues, aging incidents, and escalations to ensure appropriate follow‑up and resolution.
• Support major incidents and high‑priority technical events by coordinating regional troubleshooting and service restoration activities.
• Ensure support activities are accurately documented in ServiceNow and performed in accordance with established ITSM processes and technical standards.
• Maintain accurate regional asset, inventory, configuration, and technical documentation.
• Communicate regional issues, risks, trends, and operational needs to technical and operational leadership.

WHAT YOU’LL NEED TO SUCCEED

Bring your technical expertise, leadership skills, and commitment to customer service to GDIT.

• Education: Technical training, certification(s), degree, or equivalent combination of education and experience.
• Experience: 8+ years of related desktop support, endpoint support, IT operations, or enterprise technical support experience.
• Technical Skills: Advanced experience supporting Windows, Microsoft 365, enterprise laptops and desktops, peripherals, endpoint applications, VPN, networking, authentication, and endpoint management technologies.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Working knowledge of ITIL incident, request, change, problem, and escalation processes.
• Experience serving as a technical lead, senior technician, escalation resource, or mentor.
• Ability to coordinate technical workloads and priorities across multiple technicians or supported locations.
• Strong troubleshooting, customer service, communication, and documentation skills.
• Ability to work independently and effectively coordinate with geographically dispersed technical teams.
• U.S. citizenship required.
• Ability to obtain and maintain required customer suitability or security requirements.
• Role Requirements: Primarily onsite with regional travel as required. Occasional after‑hours support, planned maintenance, or major incident response may be necessary.

GDIT IS YOUR PLACE

• Growth: Career development and learning opportunities
• Support: Internal mobility resources focused on career growth
• Rewards: Comprehensive benefits, 401(k) with company match, competitive pay, and paid time off
• Community: Award‑winning culture of innovation and a military‑friendly workplace

OWN YOUR OPPORTUNITY

As a Desktop Regional Lead, you will combine advanced technical expertise with regional leadership to help ensure users receive dependable, consistent, and effective IT support.