Help Desk Technician Tier III - TS/SCI with Polygraph

General Dynamics Information Technology offers an on-site opportunity in Washington, DC for a Help Desk Technician Tier III with TS/SCI clearance and Polygraph. This role blends hands-on IT support with incident management in government-focused operations, backed by an AI-powered career planner, a dedicated internal mobility team, and a comprehensive benefits package that includes a 401(k) with company matching, wellness programs, competitive pay, and generous paid time off. The position is hourly, with compensation ranging from $31 to $41, and requires a HS or GED and at least 3 years of related experience.

Responsibilities

• Monitor network activity during core business hours with 24/7 on-call support, including weekends and holidays.
• Document end-user issues thoroughly and ensure proper access controls so only authorized staff can archive records, while escalating based on priority.
• Manage user accounts in accordance with the Account Management Plan.
• Perform advanced software installations and upgrades across operating systems and layered packages.
• Assist in creating training materials and delivering initial and refresher education, distributing materials in hard copy or electronic formats onsite or remotely.
• Provide technical assistance for computer systems, hardware, and software; diagnose, isolate problems, and implement solutions.
• Provide system updates and status reports to Government leadership using PowerPoint and briefings on Alternatives as needed.
• Operate and maintain procedures, hardware, network connections, and software necessary to monitor systems and manage user trouble tickets.
• Guide customers through problem-solving steps and follow up to ensure resolutions are effective.
• Collect and evaluate incident reporting practices and operations.
• Manage IT incidents and problems in line with IT service management practices such as ITIL.
• Demonstrate knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies.
• Assist in managing and modernizing LAN cabling as required.
• Maintain and update records and tracking databases; alert management to recurring problems and patterns.

Requirements

• Education: HS or GED plus 3+ years of related experience.
• Certifications: DoD 8570.01-M Information Assurance Technical (IAT) Level II.
• Security Clearance: Active TS/SCI with Polygraph.
• Experience with ticketing systems such as Remedy, SCSM, or ServiceNow.
• Strong written and verbal communication skills with a customer-service focus and the ability to work well in a team.
• Ability to resolve technical issues with minimal supervision.
• Location: On customer site in Washington, DC.

Technologies

• Remedy
• SCSM
• ServiceNow
• PowerPoint
• ITIL

Benefits

• Growth: AI-powered career tool that identifies career steps and learning opportunities.
• Support: An internal mobility team dedicated to helping you reach your career goals.
• Rewards: Comprehensive benefits and wellness packages, 401(K) with company match, competitive pay, and paid time off.
• Community: An award-winning culture of innovation and a military-friendly workplace.

Work Requirements

• 3+ years of related experience, may vary based on technical training, certifications, or degree.
• Travel: None
• Citizenship: U.S. Citizenship Required