Help Desk Technician

General Dynamics Information Technology offers a global technology and professional services environment with 26,000 experts delivering mission-ready capabilities in AI, cloud, cyber, and software development. Our work spans 50+ countries, and this on-site Help Desk role is based in Tampa, FL, supporting US BICES-X Coalition, US Military, NATO personnel, partner nations, international students, and host nation civilians. The position provides a competitive hourly rate and access to our total rewards program.

Responsibilities

• Provide polite, professional, and responsive customer service.
• Deliver daily face-to-face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students and Host Nation Civilians.
• Offer first contact and incident resolution for hardware, software, and application problems, aiming to resolve at the first contact or at Tier I, and escalate as needed to Tier II or III.
• Provide end-user software troubleshooting and support remotely.
• Follow up with customers to ensure resolution of incidents or requests.
• Remotely configure and upgrade computer software.
• Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities.
• Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Analyze customer needs to determine functional and cross-functional requirements.
• Manage the functionality and efficiency of a group of computers running on one or more operating systems.
• Maintain the integrity and security of systems.
• Support users with deployment requests for new services as required.
• Maintain system documentation.
• May provide desk side support to users.
• Develop and monitor policies and standards for allocation related to computing resources.
• Provide advice and training to end-users.
• Keep current knowledge of relevant technologies as assigned.
• Participate in special projects as required.
• Adhere to the principles, methods, and techniques used in network administration and support.
• Maintain and enhance knowledge of related hardware and software.
• Required professional certification in one or more specific technologies, depending on job assignment.
• Shift work is required, including nights, days, or afternoons, in addition to weekends and holidays.

Requirements

• 5 years of related experience required.
• BA/BS degree; may substitute additional years of experience.
• Must possess and maintain a Secret Clearance.
• Must meet DoW 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. This includes active Security Plus CE certification and a computing environment training certificate, with training completed within 2 weeks of hire.
• Strong teamwork skills to coordinate with multiple work centers.
• Professional customer relationship skills.
• 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues.

Technologies

• DNS
• DHCP
• Group Policy
• Windows PowerShell
• Microsoft Server 2008
• Microsoft Server 2012
• Microsoft Server 2016
• VMware
• Horizon View
• ServiceNow
• SCCM
• Exchange
• IDPA
• Tenable
• ACAS
• Server STIGs

Work requirements

• Years of Experience: 5+ years of related experience
• May vary based on technical training, certification(s), or degree

Salary and benefits

The likely hourly rate for this position is between $23.30 and $31.26 per hour. This figure is not a promise of compensation and will be set based on experience, geographic location, and possible contractual requirements. View information about benefits and our total rewards program.

Identity verification process

As part of the hiring process, you may be asked to complete an identity verification process that uses biometrics and artificial intelligence to ensure authenticity and prevent identity fraud. Virtual interviews may require you to be on camera. We may take your picture to verify identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of biometric data for identity verification and security purposes.

About our work

We are GDIT, a global technology and professional services company delivering solutions to major U.S. government agencies, defense, and intelligence communities. Our 26,000 experts apply technology to create value and deliver solutions at the edge of innovation, operating across 50+ countries with capabilities in AI, cloud, cyber, and software development.