Desktop Support Technician

General Dynamics Information Technology (GDIT); Chicago (IL); Presencial; USD 92 553 000 - 125 356 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

401(k) with company match

Paid time off

Resumo da oferta

General Dynamics Information Technology (GDIT) is seeking a Desktop Regional Lead in the Chicago region to support the U.S. Department of Education with senior desktop leadership, hands-on support, and regional coordination.

You will lead daily desktop activities, mentor technicians, and coordinate workloads across multiple teams while ensuring consistent service delivery and documentation in ITSM systems. This onsite role requires 8+ years in related support, strong communication, and US

Qualificações

• 8+ years of related desktop support, endpoint support, IT operations, or enterprise technical support experience.
• US citizenship required.
• Role requires onsite work with regional travel.

Responsabilidades

• 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.

Conhecimentos

Computer Hardware

Desktop Computers

Help Desk Support

Information Technology Operations

Remote Access

Formação académica

Technical training / certification(s)

Descrição da oferta de emprego

Req ID: RQ229185

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: BI Full 6C (T4)

Job Family: Technical Support Services

Skills:

Computer Hardware,Desktop Computers,Help Desk Support,Information Technology Operations,Remote Access

Experience:

5 + years of related experience

US Citizenship Required:

Yes

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

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• 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.

The likely hourly rate for this position is between $32.30 - $43.70. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans