MAHRS Help Desk Specialist

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Remote; USD 34,000 - 45,000; Full time

Benefits offered by this job

401K match

Health & wellness

Paid leave

Vacation & holidays

Education opportunities

Job summary

General Dynamics Information Technology, Inc. is seeking an Information Technology - Help Desk Technician to deliver exceptional customer support for the Department of the Navy TF MHR portfolio. You will handle account provisioning, access controls, and frontline assistance via phone, email, and MS Teams.

Two years of help desk experience in Windows/Oracle environments and ticketing systems are required. This role supports remote US operations and offers comprehensive benefits and career

Qualifications

• 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.

Responsibilities

• Administer 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 access policies
• Provide front-line technical assistance to end users via telephone, email, and MS Teams chat
• Respond to user issues following SOPs, escalating incidents as needed
• Manage help desk tickets, ensuring timely response and SLA compliance
• Support onboarding by guiding users through account setup and access requirements
• Document recurring issues and recommend automation opportunities to increase efficiency
• Maintain strong professional communication for a positive customer experience
• Support continuity of operations by ensuring appropriate access to mission-critical HR systems

Skills

Customer Support

Multitasking

Service Oriented

User Account Management

Job description

Type of Requisition:

• Regular Clearance Level Must Currently Possess: Other Clearance Level Must Be Able to Obtain: None
• Public Trust/Other Required: NACI (T1)
• Job Family: Technical Support Services Job Qualifications: Skills: Customer Support, Multitasking, Service Oriented, User Account Management Certifications: None Experience: 2 + years of related experience US Citizenship Required: Yes

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

• 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 US

Additional Information

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.

Benefits and Compensation

The likely hourly rate for this position is between $24.92 - $33.72. 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.

Schedule and Travel

• Scheduled Weekly Hours: 40
• Travel Required: None
• Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations:

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.
• GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year.
• Paid leave and paid holidays are prorated based on the employee’s date of hire.
• The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• 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.

Our Identify 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.

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