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 55,000 - 90,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health and wellness

Internal mobility team

Paid education and certifications

Cutting-edge technology

Paid vacation and holidays

Job summary

General Dynamics Information Technology, Inc. (GDIT) is seeking a Help Desk Specialist to provide 24x7x365 service desk support for a Federal customer in Washington, DC.

The role is onsite, reporting to the Service Desk Manager or Shift Lead, and focuses on delivering reliable technical support to end users for optimal system performance and security. The shift runs 11:00pm–7:30am, Friday to Tuesday, and candidates must be onsite near Gallery Place Metro or Metro Center.

Qualifications

• Must have a technical background and IT service desk experience.
• Experience with ticketing systems (ServiceNow, Remedy, SCSM) is desirable.
• Ability to resolve issues with minimal oversight and provide clear communication.
• US Citizenship and ability to obtain a public trust is required.

Responsibilities

• Provide user support on company applications and platforms. Use ServiceNow to document incidents and requests. Troubleshoot, resolve, or escalate issues to Tier 2 or shift lead. Respond to users by phone and email and ensure timely closure.

Skills

Technical background

Strong communication

Problem-solving

Education

Associates degree or equivalent experience

Technical degree preferred

Tools

Remedy

SCSM

ServiceNow

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

HOW JOB TITLE WILL MAKE AN IMPACT

• 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.

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.

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