Impactful Help Desk Technician - Secret Clearance (Onsite)

General Dynamics Information Technology, Inc.; United States; On-site; USD 32,000 - 44,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a seasoned IT support specialist to deliver Tier 0–III support for US BICES-X.

You will assist US Military, civilian personnel, NATO partners, and international students with hardware, software, and application issues, escalate as needed, and maintain system integrity. The role requires DoD/8570-compliant credentials, 5+ years of related experience, and a Secret clearance.

Qualifications

• 5 years of related experience.
• BA/BS degree – may substitute additional years of experience.
• Must possess and maintain a Secret Clearance.
• Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired.
• Must have good team working skills since this position entails coordinating with many different work centers.
• Must have good and professional customer relationship skills.
• 2 + years of experience with common IT infrastructure services to include DNS, DHCP, and troubleshooting connectivity issues.

Responsibilities

• Provides polite, professional, and responsive customer service.
• Provides daily face to face support to US Military and Civilian personnel as well as NATO’s Military, NATO Partner Nations, International Students and Host Nation Civilians.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Attempts to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalates detailed incidents to higher Tier II or Tier III as required.
• Provides end-user software troubleshooting and support remotely.
• Provides follow-up actions with customers to ensure resolution of incidents or requests.
• Remotely configures and upgrades computer software.
• Provides guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Analyses customer needs to determine functional and cross-functional requirements.
• Manages the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintains the integrity and security of systems.
• As required, supports users with completing requests for deployment of new services.
• Maintains system documentation.
• May provide desk side support to users.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Provides advice and training to end-users.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Adheres to the principles, methods, and techniques used in network administration and support.
• Maintains/enhances knowledge of related hardware and software.
• Requires professional certification in one or more specific technologies, depending on job assignment.
• This position requires shift work, which could include nights, day, or afternoon shifts in addition to weekends and holidays.

Skills

Active Directory Administration

Customer Support

Help Desk Support

Education

Bachelor's degree

Job description

General Dynamics Information Technology, Inc. seeks a seasoned IT support specialist to deliver Tier 0–III support for US BICES-X.

You will assist US Military, civilian personnel, NATO partners, and international students with hardware, software, and application issues, escalate as needed, and maintain system integrity. The role requires DoD/8570-compliant credentials, 5+ years of related experience, and a Secret clearance.