Tier II Helpdesk Technician: Windows & Mac Support

General Dynamics Information Technology, Inc.

Washington (District of Columbia)

On-site

USD 45,000 - 62,000

Full time

3 days ago

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Job summary

General Dynamics Information Technology, Inc. is seeking a Tier II technical support professional to provide user support for company-supported applications and platforms.

The role troubleshoots issues and guides users on appropriate actions, handling 500+ users via phone, ServiceNow, and remote tools. You will configure and support desktops, laptops, imaging, printers, and peripherals, ensure secure configurations, and assist with ticketing and documentation while collaborating with senior

Qualifications

2+ years of technical support experience on desktop and laptop computers.
Windows 11, macOS and multiple Microsoft products experience.
Experience with ticketing systems (prefer ServiceNow).
Knowledge of remote desktop management and workstation deployment tools.

Responsibilities

Provide technical support for 500+ users via telephone, ServiceNow, and remote-control tools.
Configure and support desktops, laptops, imaging, printers, and peripherals remotely.
Update tickets daily and follow escalation procedures.
Work with Tier I/II/III to resolve problems and improve first-call resolution.

Skills

Customer service

End-user support

Computer support

Desktop management

Desktop computers

Windows 11

macOS

Education

AA Degree

Tools

ServiceNow

Bomgar/Beyond Trust

SCCM

Windows 11

Microsoft 365

Remote Desktop

Job description

General Dynamics Information Technology, Inc. is seeking a Tier II technical support professional to provide user support for company-supported applications and platforms.

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