SCITLS Help Desk Technician III

General Dynamics Information Technology, Inc.; Central City (NE); On-site; USD 65,000 - 90,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician III to support USSTRATCOM IT services with a focus on end-user assistance and incident resolution.

The role requires a SECRET clearance, US citizenship, and the ability to work 24/7 onsite in a high-security environment. The ideal candidate will have 3+ years of related experience, familiarity with ServiceNow or Remedy, and a plan to obtain ITIL 4 Foundation certification within the first year.

Qualifications

• Technical training, certifications, or degree is required.
• Strong understanding of hardware, software, networks, and common IT applications.
• Experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy).
• Ability to obtain ITIL 4 Foundation certification within 9 months of employment.
• US Citizenship and a willingness to work full-time shifts.

Responsibilities

• Assist end-users with technical issues via multiple channels (phone, email, ITSM, walk-in).
• Apply basic troubleshooting, diagnosis, and escalation to resolve incidents.
• Document requests and incidents per SOPs and maintain detailed case notes.
• Provide case status updates to management and end-users per SLA guidelines.
• Maintain a high level of courteous customer service at all times.

Skills

IT support

Hardware & Software

Networking basics

Communication skills

Education

Technical Training, Certification(s) or Degree

Tools

ServiceNow

Remedy

Job description

Public Trust: None Requisition Type: Pipeline Your Impact

Own your opportunity to support the missions that matter. From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world while building new skills to propel your career forward.

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)
• 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

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

None

Citizenship

U.S. Citizenship Required