Help Desk Technician

This onsite role provides technical support via phone and online channels, including audiovisual and meeting support, for federal civilian agency users. The position is based in Oklahoma City, Oklahoma, and involves troubleshooting hardware, software, and enterprise issues as part of a regional support team.

Responsibilities

• Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routing issues.
• Responds to inquiries received through phone, mail and/or face-to-face contact by following standard scripts and procedures.
• Capable of using a computer system to track questions and answers, as well as enter orders. Responds to inquiries requiring a written response with the use of standard or form letters.
• Provide technical audiovisual, multi-media, and video support services for meetings, conferences, training sessions, and other events
• Assist in the setup, installation, testing, operation, and maintenance of equipment for audio and video conferencing and teleconferencing meeting needs
• Assist with audio visual system deployments including hardware and software configuration
• Conducts sound, visual, and performance quality checks on AV equipment
• Assist in operating sound and visual equipment during live events
• Performs maintenance actions including inspections, service contracts, and upgrades
• Monitors VTC equipment and system performance to ensure satisfactory operation
• Troubleshoots hardware, software, infrastructure and Enterprise problems
• Install video switching devices, media converters, wall monitors/televisions, and video control devices that support AV systems
• Provides technical assistance and training to users
• Participates in special projects as required
• May provide guidance and work leadership to less-experienced staff members. Resolves more complex issues submitted by less-experience Specialists. Participates in special projects as required.

Requirements

• 1+ years of related customer support, call center or help desk experience
• Provide weekend and holidays coverage as needed
• Requires a High School Diploma or GED. Associates Degree preferred
• ITIL Foundation Certified (Preferred)
• HDI CSR Certified (Preferred)
• Must be able to obtain/retain an FAA PIV badge (Mandatory)

Technologies

• Audiovisual equipment
• Video conferencing equipment
• Teleconferencing equipment
• VTC equipment
• Video switching devices
• Media converters
• Wall monitors/televisions
• Video control devices

Benefits

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

Clearance Level

None

Category

Technical Support Services

Location

Oklahoma City, Oklahoma (Onsite Workplace)

Key Skills for Success

• Audiovisual Equipment
• Call Center
• Customer Service
• Help Desk Support
• Teleconferencing

Req#

RQ223811

Public Trust

NACI (T1)

Requisition Type

Regular

Your Impact

Contribute to federal civilian agencies by delivering services that help the government support the well-being of U.S. citizens.

Job Description

Help Desk Technician I: Transform technology into opportunity by joining General Dynamics Information Technology as a Help Desk Technician I. This role centers on enterprise IT operations, connecting and enhancing systems that matter most. You will be part of a team at the forefront of innovation, contributing to safer and more efficient government operations.

Work Requirements

• 1+ years of related experience
• May vary based on technical training, certification(s), or degree
• Less than 10%

Salary and Benefit Information

The likely hourly rate for this position is between $19.12 and $25.88. Salary is not guaranteed and will be determined based on experience, geographic location, and contractual requirements.

Our Identity Verification Process

As part of the hiring process, you may be asked to complete an identity verification that uses advanced biometrics and artificial intelligence to ensure authenticity and prevent fraud. Virtual interviews may require on-camera participation. A consent may be necessary for photographing to verify identity. Biometric data may be collected, processed, and used for identity verification and security purposes.

About Our Work

General Dynamics Information Technology is a global technology and professional services company delivering solutions to U.S. government agencies, defense, and intelligence communities. With thousands of experts worldwide, GDIT provides technology-enabled capabilities across AI, cloud, cyber, and software development to support mission-critical work.