Help Desk Technician III - Secret Clearance (Onsite)

General Dynamics Information Technology, Inc.; Bellevue Second IV Precinct (NE); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

401K with company match

Health and wellness benefits

Paid education and certifications

Job summary

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician III for 100% onsite support at USA NE Offutt AFB.

The role provides first-line IT problem resolution across phone, email, chat, and ITSM platforms, with emphasis on accurate documentation and timely escalation when needed. Responsibilities include researching issues, applying troubleshooting steps, and keeping customers informed of case status while upholding professional, courteous service standards.

Qualifications

• Technical Training, Certification(s) or Degree; AND 3+ years of related experience
• Active SECRET government clearance
• Intermediate proficiency with hardware, software, networks, and common IT applications
• Experience with ITSM tools and ticketing systems (ServiceNow, Remedy)
• Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
• Ability to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employment
• Ability & willingness to work and adhere to any full-time shift
• US Citizenship

Responsibilities

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalation tickets in accordance with existing SOPs, work instructions & knowledge articles
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

Skills

Help Desk Support

Technical Helpdesk

Technical Issues

Technical Troubleshooting

Tools

ServiceNow

Remedy

Job description

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician III for 100% onsite support at USA NE Offutt AFB.

The role provides first-line IT problem resolution across phone, email, chat, and ITSM platforms, with emphasis on accurate documentation and timely escalation when needed. Responsibilities include researching issues, applying troubleshooting steps, and keeping customers informed of case status while upholding professional, courteous service standards.