Help Desk Technician

General Dynamics Information Technology, Inc.; Oklahoma City (OK); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

401K with company match

Health benefits and wellness packages

Career growth opportunities

Paid vacation and holidays

Education and certifications

Job summary

General Dynamics Information Technology, Inc. is hiring a Help Desk Technician I to deliver responsive support for voice, video, and IT systems. You will provide assistance via telephone and Internet, troubleshoot issues, and help users with AV equipment and teleconferencing needs.

You will work with a team, document issues, and help maintain performance. A high school diploma is required; an associate degree is preferred, ITIL/HDI certifications are a plus, and FAA PIV badge may be required.

Qualifications

• High School Diploma or GED required; Associates degree preferred.
• 1+ years of related customer support, call center or help desk experience.
• ITIL Foundation Certified (Preferred).
• HDI CSR Certified (Preferred).
• FAA PIV badge (Mandatory).

Responsibilities

• Provide support via telephone and/or Internet to respond to customer inquiries and resolve routing issues.
• Respond to inquiries from phone, mail, or face-to-face contact following standard scripts and procedures.
• Use computer system to track questions, enter orders, and provide written responses with standard letters.
• Provide technical audiovisual, multimedia, and video support for meetings, conferences, training sessions, and events.
• Assist in setup, installation, testing, operation, and maintenance of AV/teleconferencing equipment.
• Conduct sound, visual, and performance quality checks on AV equipment and assist during live events.
• Perform maintenance actions including inspections, service contracts, and upgrades.
• Monitor VTC equipment and system performance; troubleshoot hardware, software, and infrastructure issues.

Skills

Audiovisual equipment

Call center

Help desk support

Teleconferencing

Education

High School Diploma or GED

Associates degree preferred

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: NACI (T1) Job Family: Technical Support Services Job Qualifications: Skills: Audiovisual Equipment, Call Center, Help Desk Support, Teleconferencing Certifications: None Experience: 1 + years of related experience US Citizenship Required: No

HELP DESK TECHNICIAN I

Transform technology into opportunity as a Help Desk Technician I with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate. At GDIT, people are our differentiator. As a Help Desk Technician I you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Technician I joining our team to:

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Capable of using a computer system to track questions and answers, as well as enter orders.
• Responds to inquiries requiring a written response with the use of standard or form letters.
• Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events.
• Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs.
• Assist with audio visual system deployments including hardware and software configuration.
• Conducts sound, visual, and performance quality checks on AV equipment.
• Assist in operating sound and visual equipment during live events.
• Performs maintenance actions including inspections, service contracts, and upgrades.
• Monitors VTC equipment and system performance to ensure satisfactory operation.
• Troubleshoots hardware, software, infrastructure and Enterprise problems.
• Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems.
• Provides technical assistance and training to users.
• Participates in special projects as required.
• May provide guidance and work leadership to less-experienced staff members.
• Resolves more complex issues submitted by less-experience Specialists.
• Participates in special projects as required.

Position Requirements 1+ years of related customer support, call center or help desk experience. Provide weekend and holidays coverage as needed. Requires a High School Diploma or GED. Associates Degree preferred. ITIL Foundation Certified (Preferred). HDI CSR Certified (Preferred). Must be able to obtain/retain an FAA PIV badge (Mandatory).

FAVES Citizenship Requirements - 3.14-3 Foreign Nationals as Contractor Employees (April 2008) Each contractor or subcontractor employee under this contract having access to FAA facilities, sensitive information, or resources must be a citizen of the United States of America, or an alien who has been lawfully admitted for permanent residence as evidenced by Alien Registration Receipt Card Form I-151, or who presents other evidence from the U.S. Citizenship and Immigration Service that employment must not affect his/her immigration status. Aliens and foreign nationals proposed under this contract must meet the following conditions in accordance with FAA Order 1600.72A, chapter 5, paragraph 7 & 8: Must have resided within the United States for three (3) of the last five (5) years unless a waiver of this requirement is requested and approved in accordance with the requirements stated in FAA Order 1600.72A, chapter 5, paragraph 9; A risk or sensitivity level designation can be made for the position; and The appropriate security-related background investigation/inquiry can be adequately conducted. (c) Interim suitability requirements may not be applied unless the position is low/moderate in risk, and/or temporary, and/or is not in a critical area position.

HOW A HELP DESK TECHNICIAN I WILL MAKE AN IMPACT

• Provides technical support and troubleshooting to voice and AV systems, hardware, and software.

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 $19.93 - $26.97. 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: Less than 10% Telecommuting Options: Onsite Work Location: USA OK Oklahoma City Additional Work Locations:

• Medical plan options
• Health Savings Accounts
• Dental plan options
• Vision plan
• 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
• Full flex work weeks where possible
• Vacation
• Sick and personal time
• Holidays
• Paid parental leave
• Military leave
• Bereavement leave
• Jury duty leave
• Short and long-term disability benefits
• Life
• Accidental death and dismemberment
• Personal accident
• Critical illness
• Business travel and accident insurance

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.