Service Desk Specialist - 24/7 IT Support Expert

General Dynamics Information Technology; Arlington (VA); Hybrid; USD 60,000 - 75,000; Full time

Job summary

General Dynamics Information Technology seeks a Service Desk Specialist in Arlington, VA to deliver timely, user-focused IT support in a fast-paced, ITIL-oriented environment. You will resolve incidents and service requests, communicate clearly with end users and senior staff, and help ensure mission success.

The role emphasizes high-quality ticketing, adherence to SLAs, and collaboration with a team while also handling some independent tasks.

Qualifications

• Education: High School Diploma; associate or bachelor's degree preferred.
• Experience: 2+ years in a related IT service/support role.
• Certifications: CompTIA Security+ CE required at start.

Responsibilities

• Provide IT operations support using an ITSM system such as ServiceNow, resolving incidents and service requests.
• Deliver technical support for computer systems, software, and hardware via in-person, phone, email, or chat.
• Install, configure, modify, and repair computer hardware and software.
• Train end users on the proper and efficient use of hardware and software.
• Create, update, and resolve trouble tickets with clear notes and SLA adherence.
• Maintain documentation to support a knowledge base of service desk processes.
• Support a 24x7x365 Service Desk as required by shift and coverage.

Skills

Customer service

Troubleshooting

Communication

Documentation

Time management

Education

High School Diploma

Associate or Bachelor's preferred

Tools

ServiceNow

Remedy

Active Directory

SharePoint

Outlook

SCCM/MECM

Job description

General Dynamics Information Technology seeks a Service Desk Specialist in Arlington, VA to deliver timely, user-focused IT support in a fast-paced, ITIL-oriented environment. You will resolve incidents and service requests, communicate clearly with end users and senior staff, and help ensure mission success.

The role emphasizes high-quality ticketing, adherence to SLAs, and collaboration with a team while also handling some independent tasks.