Helpdesk Support Technician

General Dynamics Information Technology (GDIT); Washington (District of Columbia); Hybrid; USD 46,000 - 62,000; Full time

Benefits offered by this job

Medical plan options

401(k) with company match

Paid time off

Job summary

General Dynamics Information Technology (GDIT) is hiring a Tier II tech to provide user support for company applications and platforms. You will troubleshoot issues, advise on actions, and maintain ticketing workflows.

You will work on Windows 11 and macOS environments, support Office 365, and ensure secure configurations. On-site with rotation in EST hours; some remote work is possible depending on workload.

Qualifications

• 2+ years of technical support experience on current desktops/laptops
• Experience with Windows 11 and macOS; 2+ years with Microsoft 365 apps (CoPilot, Defender, Office 365, Windows Hello)
• AA Degree + 2 years related experience or 3 years experience if no AA degree
• Experience using ticketing system (ServiceNow preferred)
• Experience with remote desktop management software (Bomgar/Beyond Trust)
• Experience with workstation deployment management (SCCM)
• Ability to follow and update standard troubleshooting procedures and escalate as needed
• Willingness to learn from senior engineers to improve first call resolution
• Proven ability to meet and exceed SLAs
• Strong customer service and end-user support, with solid written and verbal communication
• Must be able to work 8:00 am - 8:00 pm EST per rotation; some remote work allowed

Responsibilities

• Provides technical support for 500+ users by telephone, ServiceNow and remote-control systems
• Configures and supports desktop/laptop computers, imaging, printers and peripherals remotely
• Configures devices for secure operation, including security software and updates
• Supports media, wireless networking, remote access, port security, and moves/adds/changes
• Assists Help Desk Manager with daily operations and updates tickets daily
• Diagnoses hardware/software failures and communicates remediation plans
• Provides remote software support for NCI-provided applications
• Supports NCI and NIH proprietary software
• Provides virtual assistance sessions (Windows Remote Assistance, Apple Remote Desktop)
• Provides inventory management support and CEPO for hardware retirement
• Contributes to end-user documentation and training materials
• Maintains professionalism and assists other analysts; supports process improvements
• Participates in troubleshooting toward root cause and resolution
• Opens, tracks and closes trouble tickets with ownership
• Supports OS: Windows 11, Microsoft Outlook, TCP/IP, MS Office 365, ServiceNow, security suites

Skills

Computer Support

Desktop Computers

Desktop Management

Education

AA Degree

AS Degree

Tools

ServiceNow

Bomgar/Beyond Trust

SCCM

Job description

Req ID: RQ230038

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: BI Full 6C (T4)

Job Family: Technical Support Services

Skills:

Computer Support,Desktop Computers,Desktop Management

Experience:

2 + years of related experience

Job Summary:

We are looking for a tier II tech that provides user support and customer service on company-supported computer applications and platforms, troubleshoots problems and advices on appropriate action.

Qualifications:

Required:

2+ years of technical support experience in current desktop and laptop computers, various operating systems to include two or more of the following: Windows 11, macOS 27 Golden Gate, and with 2+ years of technical support experience in Microsoft products including CoPilot, Defender, Office 365 applications and Windows Hello for Business.

Minimum requirements: AA Degree + 2 year related experience OR 3 years of related working experience if no AA degree

Experience using ticketing system (prefer ServiceNow)

Experience with remote desktop management software (prefer Bomgar\Beyond Trust)

Experience with workstation deployment management system (prefer SCCM)

Ability to follow and update standard troubleshooting procedures to ensure proper routing escalation of issues that cannot be resolved while on call with the customer

Willingness to actively seek input from senior engineers and ask questions to improve technical understanding to improve first call resolution

Proven ability to meet and/or exceed Service Level Agreements

Strong customer service and end-user equipment support skills

Strong written and oral communications required.

Mandatory: Ability to work within 8:00 am - 8:00 pm EST per rotation on site. Some remote work allowed depending on workload.

Desired:

ITIL foundations certification or ability to obtain certification within 3 months

• CompTIA Security+ CompTIA Network+ CompTIA A+ Microsoft Certified Desktop Support Technician
• Enterprise Desktop Support technician on Windows 11
• MCITP: Enterprise Desktop Administrator on Windows 11
• Microsoft Certified Technology Specialist: Windows 11

Education Required: AA/AS

Job Responsibilities:

• Provides technical support for 500+ users by telephone, Service Now and remote-control systems. Configures and supports (remotely) desktop computers, laptop computers, imaging, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations remotely as required.
• Supports media, wireless networking, port security, remote access, and network connectivity; Supports equipment moves/adds/changes.
• Assists Help Desk Manager with daily operations; Update all tickets assigned daily.
• Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates.
• Provides remote software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Supports NCI and NIH proprietary software.
• Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.
• Provide inventory management support and CEPO process for hardware retirement.
• Provides input for end-user documentation and instructions.
• Ability to work well under pressure and to meet deadlines as needed.
• Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
• Performs diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests.
• Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Tier I support.
• Work with Tier I/II/III and other groups to resolve technical problems.
• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
• Supports continuous improvement in the process and quality of the operations.
• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
• Provides end user training instruction, as required.
• Opens, tracks, and closes trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction.
• Tracks activities of technical support specialists to whom tickets were assigned.
• Supports requirements gathering for equipment moves/adds/changes.
• Supports Operating Systems: Windows 11, Microsoft Outlook, TCP/IP, MS Office 365 Suite, ServiceNow, Security suites.

The likely hourly rate for this position is between $33.15 - $44.85. 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.

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.

Identity 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 https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans