Tier 1 Service Desk Technician at General Dynamics Information Technology

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Microsoft Office, Technical Issues, Troubleshooting

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Description:

GDIT is looking for a Tier 1 Service Desk Technician to provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL.

Roles and Responsibility:

Delivering excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support.

Supporting Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, printers, and associated peripherals.

Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.

Supporting Microsoft Office 365 and Active Directory products.

Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable.

Isolating and resolving issues with individual workstations.

Acting as a resource to answer user questions about hardware and software issues.

Interact with multiple teams to include system administrators, network technicians, infrastructure technicians, and application engineers to identify and correct core problem.

Qualifications:

• Required Experience: 2-6 years of direct related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations.
• Education: BS/BA or AS/AA degree in Computer Science, Information Sciences, or related IT discipline. Allowable Substitution: 6 years of work experience without a degree or 2 years of experience with an AS/AA Degree.
• Required Technical Skills: Demonstrated Experience with ServiceNow IT Service Management and/or Customer Service Management 
• Certifications: CompTIA Security+ or Higher (DoD 8570 Compliance)
• Security Clearance Level: Active Secret with TS/SCI Eligibility
• Location: On Customer Site at MacDill AirForce Base
• US Citizenship Required

Preferred:

• Former DoD experience 
• ITIL4 certification 

Travel Required:

• Less than 10%

The likely hourly rate for this position is between $51,000.00 - $69,000.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA FL MacDill AFB

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.