Help Desk Support Service Specialist – Intermediate (TS/SCI Required)

General Dynamics Information Technology; Hawaii; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

401(k) with company match

Paid time off

Job summary

General Dynamics Information Technology is seeking a Help Desk Support Service Specialist – Intermediate (TS/SCI). The role provides second‑tier support for PC, server, and application issues, collaborating with network services and engineering to restore services and fix core problems.

The position requires an active TS/SCI clearance and US citizenship, with DoD and NOSC experience preferred. Travel and on-site work at Pearl Harbor, HI may apply.

Qualifications

• Associates degree required.
• 7+ years of related experience (10+ listed in job qualifications).
• Must have TS/SCI clearance and be able to obtain Top Secret SCI + Polygraph.
• US citizenship is required.
• Experience in DoD environments and NOSC support.
• Experience imaging systems and BIOS configuration (SCCM / PXE).

Responsibilities

• Lead/Manage/Support: Provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Collaborate: Interacts with network services, software systems engineering, or applications development to restore service and/or identify core problems.
• Drive: Recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.
• Utilize: Maintain currency and a high level of technical skill, escalating complex issues to Senior Level.

Skills

Customer guidance

Network & systems administration

Hardware & software knowledge

Active Directory administration

Imaging BIOS configuration

DoD experience

US citizenship

Security clearance TS/SCI

Education

Associates degree

Tools

SCCM

PXE Boot

Active Directory

Job description

Help Desk Support Service Specialist – Intermediate (TS/SCI Required)

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Support Service Specialist – Intermediate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

Responsibilities

• Lead/Manage/Support: Under general supervision, provides second‑tier support to end‑users for PC, server, mainframe applications, and hardware.
• Collaborate: Handles problems that the first‑tier of help desk support is unable to resolve and may interact with network services, software systems engineering, or applications development to restore service and/or identify and correct core problems.
• Drive: Simulates or recreates user problems to resolve operating difficulties and recommend systems modifications to reduce user problems.
• Utilize: Maintain currency and a high level of technical skill in the field of expertise, escalating more complex problems to Senior Level, and providing first contact and incident resolution to customers with hardware, software, and application problems.

Qualifications

• Education: Associates degree
• Experience: 7+ years of related experience (10+ years of related experience listed under job qualifications)
• Technical skills:
  • Interact with customers daily to provide guidance on procedures concerning account requests, e‑mail, file access/storage, and other local procedures to ensure mission success.
  • Knowledge of the principles, methods, and techniques used in network and systems administration and support.
  • Knowledge of related hardware and software.
  • Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
  • Perform Level I/II Active Directory functions such as unlocking accounts, creating, and issuing accounts.
  • Imaging of Computers and/or configuring their BIOS (SCCM / PXE Boot).
  • 1 Year DoD experience and NOSC support experience, including problem resolution and incident tracking.
• Security clearance level: TS/SCI; Must currently possess Top Secret/SCI and be able to obtain Top Secret SCI + Polygraph.
• US citizenship required.

Certifications

• DoD 8570.01‑M IAT Level II / 8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract.
• IAT II 8570/8140 Baseline Certification – Security+ or equivalent.
• Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date).

Clearance & Citizenship

• Clearance level must currently possess Top Secret/SCI.
• Clearance level must be able to obtain Top Secret SCI + Polygraph.
• US citizenship required.

Location & Travel

• Work Location: USA HI Pearl Harbor
• Additional Work Locations: None listed.
• Travel Required: 10‑25%

Schedule & Telecommuting

• Scheduled Weekly Hours: 40
• Telecommuting Options: Onsite

Benefits

• Comprehensive medical, dental, vision, and 401(k) plans with company match.
• Paid time off including vacation, sick, personal, holidays, parental, military, bereavement, and jury duty leave.
• Short and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, business travel and accident insurance.
• Flex work weeks and other work/life balance initiatives.

Equal Opportunity Statement

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans.