Service Desk Specialist
General Dynamics Information Technology
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Job summary
General Dynamics Information Technology is seeking a Service Desk Specialist to deliver timely, professional support to users in a fast-paced ITIL–oriented environment.
You will handle incidents, service requests, and provide clear documentation, with emphasis on customer service, accurate ticketing, and knowledge base creation.
The role requires 2+ years’ experience, SECRET clearance, and ability to work in a hybrid, 40-hour week with on-call coverage as needed.
Qualifications
- Education: High School Diploma; Associate or bachelor’s preferred.
- 2+ years of related IT support experience.
- Active SECRET security clearance at time of hire.
Responsibilities
- Provide IT operations support using an ITSM ticketing system (e.g., ServiceNow) and resolve incidents with minimal escalation.
- Deliver technical support for computer systems, software, and hardware via in-person, phone, email, and chat.
- Create, update, and close tickets with clear notes within established SLAs.
Skills
Education
Tools
Job description
Regular
Secret
Secret
None
Technical Support Services
Customer Support, Help Desk Support, Microsoft Windows, Technical Issues, Ticketing Systems
None
2 + years of related experience
Yes
At GDIT, people are our differentiators. We are seeking a customer service–focused Service Desk Specialist to provide timely and professional support to users. In this role, you will support a fast-paced, ITIL-oriented environment and help ensure our customers can accomplish their mission every day.
You will collaborate closely with a team of IT professionals while also working independently to resolve technical issues. You will regularly interact with end users and senior staff, requiring articulate, clear communication and the ability to explain technical concepts in user-friendly terms. A strong customer service mindset—demonstrating expertise, courtesy, timeliness, and professionalism is essential.
- Provide IT operations support using an ITSM ticketing system (e.g., ServiceNow) as a technical generalist, resolving incidents and service requests without frequent escalation.
- Deliver technical support and troubleshooting for computer systems, software, and hardware issues via in-person support, phone, email, instant messaging, and voicemail.
- Install, configure, modify, and repair computer hardware and software.
- Independently provide advanced technical interpretation and solutions across networks, software, hardware, configurations, and architectures.
- Train end users on the proper and efficient use of hardware and software.
- Perform in-person and phone support for a large end-user community.
- Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication within established SLAs.
- Provide regular status updates regarding incident troubleshooting and resolution.
- Efficiently manage a high-volume ticket queue, ensuring tickets are actively worked and updated.
- Participate in team meetings, training sessions, and recurring ticket reviews (e.g., weekly staff meetings, ticket tag-ups).
- Prepare and maintain accurate documentation to support a knowledge base of service desk processes, guidelines, and reference materials.
- Document and maintain as-built diagrams, SOPs, and job aids.
- Support focus teams or specialized projects to promote process improvements and rapid issue resolution.
- Maintain a high level of customer service when interacting with users and senior staff in person, by phone, and via email.
- Contribute to a team that supports and operates a 24x7x365 Service Desk (as required by shift and coverage).
- Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
- Build credibility and trust with customers and team members through consistent, reliable support.
- Identify opportunities to improve customer satisfaction and service delivery.
- Support after-hours on-call coverage as needed.
- Periodically lift and move desktop hardware such as laptops, computers, and monitors.
- Proactively monitor the help desk queue for new emails and create/assign tickets accordingly.
- Ensure all tickets are assigned, actively worked, and kept current; escalated tickets as needed.
- Document each ticket with the problem, solution, end user, start and completion times, and end user satisfaction.
- Provide resolutions with sufficient detail to enable another technician to address similar problems without extensive re-research.
- Notify the team lead of all VIP requests that require additional resources or may delay resolution.
- Education: High School Diploma. Associate or bachelor’s preferred
Experience: 2+ years of related experience Required Technical Skills
- Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
- Experience with:
- Active/current CompTIA Security+ CE at start.
- Must obtain a relevant computing environment certification within 3 months of start if beginning with only Security+ CE (per contract requirements).
- Active SECRET security clearance at time of hire.
- Ability to maintain SECRET clearance throughout employment.
- Excellent customer service, analytical, and troubleshooting skills.
- Strong documentation, organizational, and collaborative skills.
- Ability to support a fast-paced, ITIL-transitional environment.
- Excellent verbal and written communication skills for handling support calls and emails.
- Strong multi-tasking and time management skills; able to work under time constraints and handle last-minute requests.
- Detail-oriented with consistent follow-through to ensure full issue resolution.
- Ability to quickly assimilate new information; self-motivated to learn new tools, processes, and requirements.
- Ability to identify and articulate key information clearly and efficiently.
- Ability to exercise discretion and independent judgment when handling issues.
- Dependable and punctual; follows instructions, responds to direction, and seeks feedback to improve.
- Willingness to perform other duties as assigned.
- Location: TARC, Arlington, VA.
- Shift: Primarily Monday–Friday; must be able to support any combination of hours (1st, 2nd, 3rd shift, weekends, and holidays) as requested.
- Travel: Less than 10%; most team members do not regularly travel.
- Growth: AI-powered career tools and learning opportunities to support your professional development.
- Support: An internal mobility team dedicated to helping you achieve your career goals.
- Rewards: Competitive pay, comprehensive benefits and wellness packages, 401(k) with company match, and paid time off.
- Community: An award-winning culture of innovation and a mission-focused, military-friendly workplace.
Join GDIT as a Service Desk Specialist and help ensure our customers stay mission-ready while you grow your career alongside colleagues who share your commitment to service and results.
The likely hourly rate for this position is between $24.52 - $33.18. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Hybrid
Work Location:
USA VA Arlington
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
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