Secret-Clearance IT Help Desk Specialist (F-35 Program)

General Dynamics Information Technology; Virginia (MN); On-site; USD 41,000 - 56,000; Full time

Job summary

General Dynamics Information Technology is seeking a Help Desk Specialist to support mission-critical government projects in Arlington, VA. You will provide first-tier support for software, hardware, and printing, using Helix/Remedy for ticketing and asset management.

The role requires an Active Secret clearance, 5+ years in help desk operations, and DoD 8140/Security+ CE and AZ-900 certifications. Onsite duties with strong collaboration across IT teams include SLAs and incident management.

Qualifications

• Active Secret clearance is required.
• 5+ years of directly related experience supporting help desk Tier 1, 2, and/or 3 operations.
• Experience with Remedy/Help Desk Management Systems.
• Progressive experience in managing a technical support team.
• Experience developing and providing SLAs and Help Desk deliverables.

Responsibilities

• Provide first-tier software, hardware and printing technical assistance to users.
• Utilize Helix/Remedy for change management, ticketing and asset inventory.
• Have working knowledge of Microsoft 365, MS Teams, and Windows OS.
• Respond to and resolve computer problems for clients in person, email, phone, or electronically.
• Assist with use of computer hardware, software, and printing.
• Diagnose problems through discussions with users and provide timely support.
• Serve as focal point for customer concerns and track issues to resolution.
• Interact with system administrators, network/infrastructure technicians, and application engineers to restore service.
• Simulate or recreate user problems to resolve issues.
• Recommend system modifications to reduce user problems.

Skills

BMC Helix

BMC Remedy Ticketing System

Help Desk Support

IT Troubleshooting

Education

BS/BA in Computer Science/Information Sciences or related IT discipline

Job description

General Dynamics Information Technology is seeking a Help Desk Specialist to support mission-critical government projects in Arlington, VA. You will provide first-tier support for software, hardware, and printing, using Helix/Remedy for ticketing and asset management.

The role requires an Active Secret clearance, 5+ years in help desk operations, and DoD 8140/Security+ CE and AZ-900 certifications. Onsite duties with strong collaboration across IT teams include SLAs and incident management.