SCITLS Help Desk Technician III

General Dynamics IT; Bellevue Second IV Precinct (NE); On-site; USD 37,000 - 50,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Internal mobility team

Paid education and certifications

Vacation and holidays

Job summary

General Dynamics IT seeks a Help Desk Technician III to serve as the first point of contact for IT problem resolutions. You will diagnose, research, and resolve issues via phone, email, chat, and ITSM, escalating when needed to ensure customer satisfaction. The role supports USSTRATCOM and related enterprise IT services onsite.

We value hands-on experience with hardware, software, networks, and ITIL foundations. This 24/7 environment requires strong communication and a customer-focused approach.

Qualifications

• 3+ years of related experience in IT support.
• Must be able to obtain and maintain a SECRET government clearance.
• Proficient with ITSM tools such as ServiceNow or Remedy.

Responsibilities

• Assisting and supporting end-users with technical issues via multiple support channels including phone, email, ITSM, and walk-in requests.
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalation on behalf of the customer to ensure satisfaction.
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures.
• Documenting detailed, specific work notes regarding the interaction with the customer.
• Providing case status updates to management and end-users according to service level guidelines.
• Maintaining a high level of courteous customer service at all times.

Skills

Help Desk Support

Technical Helpdesk

Technical Issues

Technical Troubleshooting

Tools

ServiceNow

Remedy

Job description

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: None

Job Family: Technical Support Services

Job Qualifications

• Skills: Help Desk Support, Technical Helpdesk, Technical Issues, Technical Troubleshooting
• Certifications: None
• Experience: 5 + years of related experience
• US Citizenship Required: Yes

Job Description

Transform technology into opportunity as a Help Desk Technician III with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.At GDIT, people are our differentiator. As a Help Desk Technician III you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

HOW A HELP DESK TECHNICIAN III WILL MAKE AN IMPACT:

• Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalation on behalf of the customer to ensure satisfaction
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures
• Documenting detailed, specific work notes regarding the interaction with the customer
• Providing case status updates to management and end-users according to service level guidelines
• Maintaining a high level of courteous customer service at all times
• Communicating with customers at all levels of technical and non-technical skills set

REQUIRED QUALIFICATIONS:

• Technical Training, Certification(s) or Degree; AND
• 3 or more years of related experience (education may be substituted for experience)
• Must be able to obtain and maintain a SECRET government clearance; ability to start in position is contingent upon clearance being granted
• Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications
• Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests
• Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
• Ability to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employment
• Ability & willingness to work and adhere to any full-time shift
• US Citizenship

PREFERRED QUALIFICATIONS:

• Currently obtained ITIL 4 Foundation certification
• Currently obtained CompTIA A+, CND, or Security+ certification

WORK ENVIRONMENT:

• 100% onsite
• Hours of operations: 24 hours a day, 7 days a week

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

#SCITLS

The likely hourly rate for this position is between $26.56 - $35.94. 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.

Scheduled Weekly Hours: 40

Travel Required: None

T elecommuting Options: Onsite

Work Location: USA NE Offutt AFB

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 abi