Service Desk Specialist - Secret-Clearance IT Support

General Dynamics IT; United States; On-site; USD 55,000 - 90,000; Full time

Job summary

General Dynamics IT is seeking a customer service-focused Service Desk Specialist to provide timely IT support to end users in a fast-paced, ITIL-oriented environment. You will work with a team of IT professionals to resolve incidents and service requests, while communicating clearly with users and maintaining needed security clearances.

You will triage incidents using ITSM tools (ServiceNow or Remedy), assist with hardware/software issues, document actions in knowledge bases, and participate in

Qualifications

• Requires 2+ years of related experience.
• Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
• Experience with ITSM ticketing systems (ServiceNow or Remedy).
• Active SECRET security clearance at time of hire and ability to maintain it.

Responsibilities

• 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.
• Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication within established SLAs.
• Document and maintain as-built diagrams, SOPs, and job aids.
• Support focus teams or specialized projects to promote process improvements and rapid issue resolution.

Skills

Customer Support

Help Desk Support

Microsoft Windows

Technical Issues

Ticketing Systems

Education

High School Diploma

Associate or Bachelor's preferred

Tools

ServiceNow

Remedy

SharePoint

SCCM/MECM

Active Directory

Outlook

DoD STIGs/IAVMs

ACAS

Exchange Server

Java

Adobe Acrobat

Job description

General Dynamics IT is seeking a customer service-focused Service Desk Specialist to provide timely IT support to end users in a fast-paced, ITIL-oriented environment. You will work with a team of IT professionals to resolve incidents and service requests, while communicating clearly with users and maintaining needed security clearances.

You will triage incidents using ITSM tools (ServiceNow or Remedy), assist with hardware/software issues, document actions in knowledge bases, and participate in