Service Desk Technician

General Dynamics Information Technology; Mary Esther (FL); On-site; USD 46,000 - 70,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Comprehensive benefits

Full-flex work week

Job summary

General Dynamics Information Technology is seeking a Service Desk Technician to support sustainment, troubleshooting, and customer-focused delivery of critical technologies. The role is onsite in Mary Esther, FL, with Tier I/II support, ITSM workflows, and cross‑functional collaboration within a Dev/Ops framework.

The ideal candidate has 3+ years of service desk experience, DoD 8570‑01‑M IAT Level II certification, and strong communication skills to work with diverse users.

Qualifications

• 3+ years of experience supporting IT systems or service desk operations.
• DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) required.
• ITIL v3 Foundation certification desirable.

Responsibilities

• Receive, triage, and process all service requests, incidents, and issues as the primary technical focal point for users.
• Provide Tier I and II support to diagnose and resolve user‑reported problems across hardware, software, applications, and services.
• Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve user issues.
• Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates.
• Identify recurring support trends and provide feedback to senior admins and engineers for service improvement opportunities.
• Participate in call script development, call flow refinement, and incident trend analysis to improve efficiency.
• Support the development, maintenance, and update of sustainment documentation, SOPs, checklists, and lifecycle artifacts.
• Provide remote support using mirroring or remote‑access tools for distributed and global users.
• Escalate issues appropriately based on severity, impact, and technical complexity.
• Work closely with cross‑functional teams in a Dev/Ops environment to relay operational feedback, reduce call volume, and enhance user satisfaction.
• Support routine system checks, daily operational verifications, and basic maintenance tasks as required.

Skills

Customer service

Incident management

ITSM platforms

Multitasking

IT fundamentals

Troubleshooting

Documentation

Communication skills

Team collaboration

Continuous learning

Real-time support

Education

DoD 8570.01-M IAT Level II (Sec+ CE)

ITIL v3 Foundation (Desired)

Tools

ITSM ticketing systems

Job description

Overview

GDIT/ARMA-Global is currently pursuing a qualified candidate to serve as a Service Desk Technician supporting the sustainment, troubleshooting, and customer‑focused delivery of critical technologies for our customers.

Company Overview

GDIT/ARMA‑Global is a full‑service integrator delivering a wide range of Information Technology services to Government and Commercial clients. We bring extensive experience in overseeing the design, implementation, execution, and sustainment of domestic and international programs, emphasizing no‑fail mission support. GDIT/ARMA‑Global prides itself on providing creative solutions to client challenges through talent and expertise committed to customer success.

Location

Onsite - Mary Esther, FL

Responsibilities

As a Service Desk Technician, you will be the first‑line responder for service requests, incidents, and user‑reported issues. You will ensure timely and professional support, maintain system sustainment activities, and work closely with system administrators and engineers to enhance customer experience and service quality.

In this role, you will:

• Receive, triage, and process all service requests, incidents, and issues as the primary technical focal point for users
• Provide Tier I and Tier II support to diagnose and resolve user‑reported problems across hardware, software, applications, and services
• Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve user issues
• Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates
• Identify recurring support trends and provide feedback to senior administrators and engineers for service improvement opportunities
• Participate in call script development, call flow refinement, and incident trend analysis to improve efficiency
• Support the development, maintenance, and update of sustainment documentation, SOPs, checklists, and lifecycle artifacts
• Provide remote support using mirroring or remote‑access tools for distributed and global users
• Assist with installation, configuration, and basic troubleshooting of client hardware, software, and peripherals
• Escalate issues appropriately based on severity, impact, and technical complexity
• Maintain professionalism, customer-service focus, and a willingness to support fast‑paced operational requirements
• Work closely with cross‑functional teams in a Dev/Ops environment to relay operational feedback, reduce call volume, and enhance user satisfaction
• Support routine system checks, daily operational verifications, and basic maintenance tasks as required

Role‑Specific Knowledge Skills and Abilities:

• Strong customer-service skills and ability to engage positively with users of varied technical proficiency
• Familiarity with incident management processes and experience using ITSM platforms or ticketing suites
• Ability to multitask, prioritize, and adjust actions based on decision matrices or leadership guidance
• Basic understanding of IT fundamentals including hardware, software, networks, authentication, and system access
• Experience troubleshooting common workstation or platform issues (profiles, password resets, access problems, configuration issues)
• Ability to create and maintain sustainment documentation, system support artifacts, and SOPs
• Ability to communicate effectively with technical and non‑technical audiences
• Ability to work independently or within a collaborative team environment
• Professional demeanor, patience, and a commitment to customer satisfaction
• Strong written and verbal communication skills
• Desire for continuous learning and professional growth
• Ability to support fast‑paced operational environments and real‑time support needs

Security Requirements

• Must have a SECRET clearance with the ability to obtain an SCI (TS/SCI)

Physical Demands

• Lift over 35 LBS

Work Environment

• Work is primarily performed in an administrative office environment

Education, Certification and Experience Requirements

• 3+ years of experience supporting IT systems or service desk operations
• Certifications;
  • Current DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) Required
  • ITIL v3 Foundation Desired

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full‑flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military‑friendly workplace

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.