Senior Help Desk Technician III 24/7 IT Support

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

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.