Onsite Help Desk Specialist - 24/7 DHS IT Support

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Sur place; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

401K with company match

Comprehensive health and wellness

Internal mobility team for career

Paid education and certifications

Résumé du poste

General Dynamics Information Technology, Inc. is seeking a Help Desk Specialist to provide 24x7x365 support for a Federal customer in Washington, DC. The role requires on-site presence at Gallery Place Metro area and involves incident management using ServiceNow and coordinating with Tier 2 support.

Primary duties include user assistance, issue troubleshooting, and accurate ticketing. Candidates should have 3+ years of relevant experience, an associate degree or equivalent, and ITIL/Security+ or

Qualifications

• 3+ years of relevant experience; an Associate degree or equivalent accepted.
• Technical certifications preferred.
• US Citizenship required; ability to obtain a public trust.
• Experience with service desk teams and ticketing systems (Remedy, SCSM, ServiceNow).
• Strong written and oral communication skills.

Responsabilités

• Provide user support and customer service on company supported applications and platforms.
• Use ServiceNow to document and manage incidents and service requests.
• Troubleshoot issues; advise on actions and ensure prompt resolution.
• Escalate advanced issues to Tier 2 or shift lead.
• Track all issues to closure and communicate with users via phone and email.

Connaissances

Service desk ops

ServiceNow

Ticketing systems

Customer service

US Citizenship

Formation

Associate degree or equivalent

Outils

ServiceNow

Remedy

SCSM

Description du poste

General Dynamics Information Technology, Inc. is seeking a Help Desk Specialist to provide 24x7x365 support for a Federal customer in Washington, DC. The role requires on-site presence at Gallery Place Metro area and involves incident management using ServiceNow and coordinating with Tier 2 support.

Primary duties include user assistance, issue troubleshooting, and accurate ticketing. Candidates should have 3+ years of relevant experience, an associate degree or equivalent, and ITIL/Security+ or