Tier II Help Desk Technician — TS/SCI + Poly (Onsite)

General Dynamics Information Technology; Washington; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401K with company match

Flexible work weeks

Paid time off

Job summary

General Dynamics Information Technology is seeking a Help Desk Technician in the Washington, DC area. The role involves monitoring networks, documenting end-user issues, and providing technical support for hardware and software to ensure timely resolution.

The successful candidate will hold an active TS/SCI clearance with a polygraph, DoD 8570.01-M IAT II certification, and 3+ years of related experience, with familiarity with ticketing systems such as Remedy, SCSM, or ServiceNow.

Qualifications

• HS/GED + 3+ years of experience required.
• DoD 8570.01-M at the Information Assurance Technical (IAT) Level II role is required.
• Active TS/SCI with Polygraph clearance required.
• Experience with ticketing systems such as Remedy, SCSM, ServiceNow.

Responsibilities

• Provides network monitoring during customer core hours with 24/7 on-call support (weekends/holidays).
• Document and control end-user issues; escalate as needed based on priority.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to OS and software packages.
• Develops and delivers training materials and conducts training on-site or via phone.
• Provides technical assistance for computer systems, hardware, and software; diagnose and resolve issues.
• Provides system updates and briefings to Government leadership as needed.
• Operates and maintains procedures, hardware, network connections, and software to monitor systems and tickets.
• Guides users through problem-solving and follows up to ensure resolution.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents per ITIL framework.
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination.

Skills

Computer Hardware

Hardware Troubleshooting

Troubleshooting

Education

HS/GED

Job description

General Dynamics Information Technology is seeking a Help Desk Technician in the Washington, DC area. The role involves monitoring networks, documenting end-user issues, and providing technical support for hardware and software to ensure timely resolution.

The successful candidate will hold an active TS/SCI clearance with a polygraph, DoD 8570.01-M IAT II certification, and 3+ years of related experience, with familiarity with ticketing systems such as Remedy, SCSM, or ServiceNow.