SCITLS Help Desk Technician III

gdit; Bellevue Second IV Precinct (NE); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

401K with company match

Health and welfare packages

Internal mobility support

Professional growth opportunities

Cutting-edge technology access

Paid vacation and holidays

Job summary

General Dynamics IT is seeking a Help Desk Technician III to provide first-line IT support, diagnose issues, and coordinate resolutions across multiple channels including phone, email, and chat. The role supports USSTRATCOM operations and requires an active SECRET clearance and 24/7 availability.

Ideal candidates have 5+ years of related experience, familiarity with ServiceNow or Remedy, and the ability to obtain ITIL 4 Foundation and CompTIA certifications within specified timelines.

Qualifications

• 3 or more years of related experience (education may be substituted for experience).
• Active SECRET government clearance.
• Intermediate proficiency with hardware, software, networks and IT applications.
• Experience with ITSM tools and ticketing systems (ServiceNow, Remedy).
• Ability to obtain ITIL 4 Foundation within 9 months.
• Ability to obtain CompTIA A+, CND, or Security+ within 90 days.
• Willingness to work full-time shifts.
• US Citizenship required.

Responsibilities

• Assisting and supporting end-users with technical issues via multiple channels (phone, email, ITSM, walk-in).
• Apply basic troubleshooting and diagnostic techniques to identify problems, investigate causes, and propose solutions or escalate as needed.
• Document requests and incidents according to SOPs and standard procedures.
• Provide detailed work notes and case status updates to management and users.
• Maintain courteous customer service at all times and communicate across technical levels.

Skills

Help Desk Support

Technical Helpdesk

Technical Issues

Technical Troubleshooting

Tools

ServiceNow

Remedy

Job description

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

Secret

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 elevate tickets in accordance with existing SOPs, work instructions & knowledge articles
• 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)
• Active SECRET government clearance
• 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 $26.44 - $35.78. 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

Telecommuting 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 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. 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 Identity 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.

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. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans