Senior IT Help Desk Technician — SECRET Clearance

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

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.