Help Desk Technician III

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

Job summary

General Dynamics Information Technology (GDIT) is seeking a Help Desk Technician III with an active TS/SCI clearance to be onsite at Lackland Air Force Base in San Antonio, Texas. The role provides direct IT support for government programs, handling user accounts, device configurations, ticketing, and problem resolution within enforced security policies.

Onsite duties include conferencing setup, device management, and policy compliance.

Qualifications

• Active TS/SCI clearance required.
• 3+ years of Help Desk or IT support experience.
• CompTIA Security+ certification with CE status.

Responsibilities

• Provide customer interface by supporting requirements such as accounts, e-mail, MS Office, and conferencing setups.
• Resolve and document problems using ticketing systems; escalate as needed.
• Support standard hardware and software configurations; manage SDC images and software licensing approvals.

Skills

Help desk support

Ticketing systems

Remote desktop

Education

CompTIA Security+ certification

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 as, 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 experience

CompTIA Security+ certification with valid CE status.