MAHRS Help Desk Specialist

General Dynamics Information Technology, Inc.; Washington; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health packages

Paid vacation and holidays

Career development support

Job summary

General Dynamics Information Technology, Inc. is hiring an Information Technology – Help Desk Technician to support the Department of the Navy’s HR systems. The role involves delivering exceptional customer support, managing help desk tickets, and ensuring user access compliance.

The ideal candidate will have two years of experience with Help Desk systems and a strong customer service orientation. This remote position offers comprehensive health packages, 401K, and opportunities for professional

Qualifications

• Minimum of two years experience with Help Desk support in related environments.
• Experience managing multiple support channels and prioritizing requests.
• Strong written and verbal communication skills.

Responsibilities

• Perform functional administration of user accounts and access controls.
• Provide technical assistance to end users via various channels.
• Manage help desk tickets to ensure timely responses and documentation.

Skills

Help Desk support

User account provisioning

Customer service orientation

Technical assistance

SOP adherence

Troubleshooting

Education

Two years of Help Desk experience

Two years using a Help Desk ticketing system

Tools

CANYON

ServiceNow

Job description

Deliver exceptional customer support as an Information Technology – Help Desk Technician supporting the Department of the Navy’s Total Force Manpower and Human Resources (TFM&HR) portfolio. Your work ensures users can access critical HR systems, maintain compliance with access policies, and receive timely assistance through help desk channels.

At GDIT, people are our differentiators. As an Information Technology – Help Desk Technician, you will help ensure today is smooth and tomorrow is smarter by providing responsive ticket resolution, accurate account administration, and consistent support aligned with operational requirements. GDIT is your place to make meaningful contributions to essential mission support while advancing your IT career.

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT

• Perform functional administration of user accounts and access controls for supported HR systems using the Help Desk tool (e.g., CANYON, ServiceNow,)
• Create, update, deactivate, and maintain authorized system user accounts in compliance with system-specific access policies
• Provide front-line technical assistance to end users via telephone, email, and MS Teams chat
• Respond to user issues following standard operating procedures, escalating incidents outside SOP guidance
• Manage help desk tickets, ensuring timely response, accurate documentation, and SLA compliance
• Support onboarding by guiding users through account setup and access requirements
• Assist in process improvement efforts that streamline account management and reduce repeatable administrative challenges
• Document recurring issues and recommend automation opportunities that increase efficiency
• Maintain strong professional communication, ensuring a positive customer support experience
• Support continuity of operations by ensuring users retain appropriate access to mission-critical HR systems

WHAT YOU’LL NEED TO SUCCEED

• Required Education and Experience
  • Two (2) years of experience with Help Desk support within Windows, Oracle, or related environments
  • Two (2) years of experience utilizing a Help Desk ticketing system
• Required Skills and Abilities
  • Ability to follow structured SOPs and elevate issues appropriately
  • Experience with user account provisioning and functional access administration
  • Strong customer service orientation, including clear written and verbal communication
  • Ability to manage multiple support channels (phone, email, Teams) and prioritize requests
  • Familiarity with troubleshooting basic end-user and account-related issues
  • Ability to support users in a remote or distributed environment
• Preferred Skills:
  • Experience supporting HR or personnel systems
  • Ability to identify recurring help desk issues and contribute to process improvements
  • Ability to engage well with others and passionate about providing exemplary customer experience.
  • Positive, flexible, customer-focused mindset
• Security Clearance Level: Completed NACI or ANACI background investigation
• Location: Remote
• U.S. Citizenship Required
• Position is contingent upon the Department of the Navy (DON) Security Office receiving favorable background investigation results for the Contractor Labor Associate (CLA) prior to the start date

GDIT IS YOUR PLACE

• Full-flex work week to balance priorities at home and at work.
• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility and career development support.
• Professional education and certification opportunities.
• Exposure to DoD enterprise systems and modernization initiatives.
• Paid vacation and holidays