Help Desk Technician

General Dynamics Information Technology; Oklahoma City (OK); On-site; USD 26,000 - 36,000; Full time

Job summary

General Dynamics Information Technology is seeking a Help Desk Technician I to deliver technical support for voice and AV systems, hardware and software. You will assist with setup, testing and maintenance of equipment for audio and video conferencing and teleconferencing needs.

The role requires 1+ years of related customer support, with weekend/holiday coverage as needed, and a High School Diploma or GED (Associates degree preferred). FAA PIV badge and ITIL/HDI certifications are preferred.

Qualifications

• 1+ years of related customer support, call center or help desk experience.
• 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).

Responsibilities

• 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.
• 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.

Skills

Audiovisual Equipment

Call Center

Help Desk Support

Teleconferencing

Education

High School Diploma or GED

Associates Degree preferred

Job description

Job Qualifications:

Audiovisual Equipment, Call Center, Help Desk Support, Teleconferencing

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

Skills: Audiovisual Equipment, Call Center, Help Desk Support, Teleconferencing

Certifications: None

Experience: 1 + years of related experience

US Citizenship Required: No

Job Description: 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 $19.12 - $25.88. 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

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.

Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans