Senior Help Desk Tech – TS/SCI Onsite Support

General Dynamics Information Technology; Washington (Washington County); On-site; USD 43,000 - 58,000; Full time

Job summary

General Dynamics Information Technology is seeking a Helpdesk Technician on-site in Washington, DC. You will monitor networks, manage user accounts, install software, and provide hardware/software support to end users, including training and escalation as needed.

Candidates must hold TS/SCI with Polygraph, DoD 8570.01-M IAT Level II, and have 3+ years of related experience. Excellent communication and teamwork are required for ITIL-based incident management.

Qualifications

• Required Education and Experience: HS/GED + 3+ years.
• Certifications: DoD 8570.01-M at the IAT Level II role.
• Security Clearance: Active TS/SCI with Polygraph.
• Experience with ticketing systems such as Remedy, SCSM, ServiceNow.
• Strong written and verbal communication with customer-service focus.

Responsibilities

• Provides network monitoring during core hours with 24/7 on-call support.
• Documents end-user problems and ensures proper escalation per priority.
• Performs user account management per the plan.
• Performs advanced software installations and OS/ software upgrades.
• Develops and delivers basic training to end users on-site or remotely.
• Offers technical assistance for computer systems, hardware and software.
• Provides status reports and updates to Government leadership as needed.
• Maintains procedures, hardware, network connections and trouble tickets.
• Guides customers through problem-solving and follows up for resolution.
• Collects incident data and evaluates reporting practices.
• Manages IT incidents following ITIL principles.
• Knowledge of network connectivity troubleshooting and fiber termination.
• Assists in modernizing LAN cabling and maintenance.
• Maintains records and tracking databases; alerts on recurring issues.

Skills

End Users

Hardware Troubleshooting

Remote Support

Education

HS/GED + 3+ years

Tools

Remedy

SCSM

ServiceNow

Job description

General Dynamics Information Technology is seeking a Helpdesk Technician on-site in Washington, DC. You will monitor networks, manage user accounts, install software, and provide hardware/software support to end users, including training and escalation as needed.

Candidates must hold TS/SCI with Polygraph, DoD 8570.01-M IAT Level II, and have 3+ years of related experience. Excellent communication and teamwork are required for ITIL-based incident management.