Help Desk Technician III

General Dynamics Information Technology, Inc.; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health and wellness

Internal mobility team

Paid education and certifications

Paid vacation and holidays

Job summary

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician III to provide on-site IT support at Lackland Air Force Base in San Antonio, TX.

The role requires active TS/SCI clearance and hands-on experience with desktop applications, email, and collaboration tools. You will handle incident resolution, user account management, and standard configurations while coordinating with government staff.

Qualifications

• 3+ years of directly related experience supporting help desk operations.
• Active TS/SCI clearance is required.
• CompTIA Security+ certification with valid CE status.

Responsibilities

• Provide customer interface by supporting requirements for accounts, email, and office apps.
• Troubleshoot and resolve IT issues and document in ticketing system.
• Support desktop configurations and software deployments per standards.
• Assist with remote desktop support and VTC setup as needed.
• Maintain SharePoint helpdesk intranet site with standards and tips.

Skills

Help desk operations

Customer support

Remote desktop

Network troubleshooting

Ticketing systems

Education

CompTIA Security+ certification

Tools

Outlook

Word

Excel

PowerPoint

SharePoint

Job description

GDIT is looking for Help Desk Technician III who holds an active TS/SCI clearance. Must be onsite Lackland Air Force Base in San Antonio, Texas.

Tasks in direct support of the government include, but are not limited providing orassisting the team provide the following services:

Help Desk

Provide customer interface by supporting requirements, such, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.

Problem Resolution

Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).

Core HW and SW

Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization. Review, maintain, and correct any configurations that do not comply with Air

Force and organizational policies. Serve as a single source for Standard Desktop Configuration (SDC) images. Control usage and install SDC on all appropriate workstations.

Build equipment in accordance with latest SDC images and provide equipment install at user desktop.

Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.

Handheld Wireless Devices

Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.

Specialized Network Support

Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.

Remote Desktop Management

Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.

Moves, Add’s and Changes (MAC) requests

Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

Email and Chat Services

Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.

Help Desk Intranet site

Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.

Help Desk Performance

Measure and provide weekly help desk performance reports toTask Lead, Service Desk Lead, orCOR. Provide recommendations to make the help desk more efficient.

Network Health

Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.

Technical Assistance

Provide technical assistance to supportorganizational program initiatives. Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.

Customer Training

Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.

Compliance

Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.

Utilize existing problem prevention and workload reduction techniques. Recommend enhancements to existing techniques and new techniques to Government staff.

Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.

STIG Compliance-

Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

Requires:

Technical Training, Certification(s) or Degree, 3+ years of directly related experience supporting help desk operations.

CompTIA Security+ certification with valid CE status.

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

#AFOpportunities