Help Desk Technical Support - Shift 11:00pm - 7:30am Friday - Tuesday - Secret or TS preferred

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Career growth & certifications

Paid vacation & holidays

Job summary

General Dynamics Information Technology, Inc. seeks a Help Desk Specialist for a 24x7x365 federal service desk in Washington, DC. You will support end users, document incidents in ServiceNow, and escalate to Tier 2 as needed.

The role requires US citizenship, a technical background, and experience with ticketing systems; the shift is 11:00pm–7:30am Friday to Tuesday, with onsite work near Gallery Place or Metro Center.

Qualifications

• Technical background required.
• Experience in service desk teams preferred.
• Familiarity with ticketing systems (Remedy, SCSM, ServiceNow, etc.) desired.

Responsibilities

• Provide user support and customer service on company supported applications and platforms.
• Use a ticketing system (ServiceNow) to document and manage incidents and service requests, troubleshoot, and resolve or escalate.
• Coordinate with Tier 2 or shift lead to ensure timely closure of issues.

Skills

Microsoft Office

Service Desk

Ticketing Systems

Job description

Job Family

Technical Support Services

Job Qualifications

Skills: Microsoft Office, Service Desk (Inactive), Ticketing Systems Certifications: None Experience: 4 + years of related experience US Citizenship Required: Yes

Job Description

GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard. The work hours for this position is 11:00pm - 7:30am Friday - Tuesday and candidate must be onsite. The work location is near Gallery Place Metro station or Metro Center in Washington, DC. Candidate must be able to work onsite.

WHAT YOU’LL NEED TO SUCCEED

The applicant must have a technical background Experience working on service desk teams supporting IT services (Desired) Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc… (Desired) The ability to resolve technical and other types of issues with little oversight Strong oral and written communications skills Technical certifications (Desired) 3 years relevant experience with an Associates degree or in lieu of a degree is acceptable Technical degree preferred Contract requires US Citizenship and the candidate must be able to obtain a public trust.

The Help Desk Specialist will

Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, elevate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.

GDIT IS YOUR PLACE

401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays

The likely hourly rate for this position is between $25.63 - $29.90. 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.

Scheduled Weekly Hours

40

Travel Required

None

Telecommuting Options

Onsite

Work Location

USA DC Washington

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 Identify 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.

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