SCITLS Help Desk Technician III

General Dynamics Information Technology; Fort Wayne (IN); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Internal mobility

Education & certifications

Paid vacation and holidays

Job summary

General Dynamics Information Technology in Fort Wayne, Indiana, is seeking a Help Desk Technician III to deliver frontline IT support across phone, email, chat and on-site channels. You will diagnose, resolve, and document incidents, escalate when needed, and maintain SLAs while providing courteous, patient assistance to end users.

The role requires 3+ years of related experience, active SECRET clearance, and ITSM experience with ServiceNow or Remedy.

Qualifications

• Technical training, certification, or degree required.
• 3+ years of related experience; education may substitute.
• Active SECRET clearance required.
• Proficient 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

• Assist and support end-users with technical issues via multiple channels.
• Apply basic troubleshooting and diagnostic techniques to identify problems.
• Document requests and incidents according to procedures.
• Provide detailed work notes and case status updates to users and management.
• Maintain courteous, professional customer service at all times.
• Communicate with customers at various skill levels.

Skills

Technical proficiency

Customer service

Hardware/Software/Networks

Education

Active SECRET clearance

ITIL 4 Foundation (cert)

CompTIA A+/Security+/CND certs

Tools

ServiceNow

Remedy

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