Help Desk Technician - Tier II - TS/SCI with Polygraph

General Dynamics - IT; Washington (District of Columbia); On-site; USD 60,000 - 76,000; Full time

Job summary

GDIT is hiring a Help Desk Technician to support government clients from an on-site location in Washington, DC. You’ll monitor networks, document incidents, manage user accounts, and perform software installations, upgrades, and troubleshooting to keep systems running smoothly.

You'll use Remedy, ServiceNow, or SCSM for ticketing, work within ITIL practices, and coordinate with leadership while communicating clearly with end users.

Qualifications

• HS/GED plus 3+ years of help desk experience.
• Active TS/SCI with Polygraph is required.
• DoD 8570.01-M Information Assurance Technical Level II certification is required.

Responsibilities

• Provides network monitoring during core hours with 24/7 on-call support (weekends and holidays).
• Documents end-user problems and ensures proper controls for escalation per priority.
• Performs user account management per the Account Management Plan.

Skills

Technical troubleshooting

Customer service

Teamwork

Documentation

Education

HS/GED

DoD 8570.01-M IAT II

Tools

Remedy

ServiceNow

SCSM

Job description

Transform technology into opportunity as a Help Desk Technician 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 you will help ensure today is safe and tomorrow is smarter.

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalat[e] issues according to priority.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered software packages.
• Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.
• Will be responsible to assist in managing and modernizing LAN cabling.
• Maintaining and updating records and tracking databases.
• Alerting management to recurring problems and patterns of problems.

WHAT YOU’LL NEED TO SUCCEED:

• Required Education and Experience: HS/GED + 3+ years
• Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.
• Security Clearance Level: Active TS/SCI with Polygraph
• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
• Ability to resolve technical and other types of issues with little oversight
• Location: On Customer Site

GDIT IS YOUR PLACEAt GDIT, the mission is our purpose, and our people are at the center of everything we do.

GDIT IS YOUR PLACE

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages
• 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. #JET