MAHRS Help Desk Specialist

General Dynamics Information Technology is hiring a Help Desk Specialist to support the Department of the Navy’s Total Force Manpower and Human Resources (TFM&HR) portfolio. This remote role focuses on delivering responsive help desk support, resolving tickets, and administering user access so customers can reach mission-critical HR systems with minimal disruption.

In this position, you will work with a Help Desk tool (including CANYON and ServiceNow) to maintain authorized accounts and provide front-line technical assistance across multiple communication channels.

Key Responsibilities

• Perform functional administration of user accounts and access controls for supported HR systems using the Help Desk tool (including CANYON and ServiceNow)
• Create, update, deactivate, and maintain authorized system user accounts in alignment with system-specific access policies
• Provide front-line technical assistance to end users via telephone, email, and MS Teams chat
• Respond to user issues using standard operating procedures and escalate incidents outside SOP guidance
• Manage help desk tickets with timely response, accurate documentation, and SLA compliance
• Support onboarding by guiding users through account setup and access requirements
• Assist with process improvement efforts that streamline account management and reduce repeat administrative challenges
• Document recurring issues and recommend automation opportunities to improve efficiency
• Maintain professional communication to support a positive customer experience
• Support continuity of operations by ensuring users retain appropriate access to mission-critical HR systems

Required Qualifications

• Two (2) years of help desk support experience within Windows, Oracle, or related environments
• Two (2) years of experience using a help desk ticketing system
• Ability to follow structured SOPs and escalate issues appropriately
• Experience with user account provisioning and functional access administration
• Strong customer service orientation, including clear written and verbal communication
• Ability to manage multiple support channels (phone, email, Teams) and prioritize requests
• Familiarity with troubleshooting basic end-user and account-related issues
• Ability to support users in a remote or distributed environment
• Completed NACI or ANACI background investigation
• U.S. Citizenship required
• Position is contingent on the Department of the Navy (DON) Security Office receiving favorable background investigation results for the Contractor Labor Associate (CLA) prior to the start date

Technologies

• CANYON
• ServiceNow
• MS Teams
• Windows
• Oracle

Compensation and Benefits

The likely hourly rate for this position is $24.92 - $33.72.

• Full-flex work week to balance priorities at home and at work
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility and career development support
• Professional education and certification opportunities
• Exposure to DoD enterprise systems and modernization initiatives
• Paid vacation and holidays

Work Location and Logistics

• Location: Washington, DC (remote)
• Travel: None
• Years of Experience: 2+ years (may vary based on technical training, certification(s), or degree)
• Certification: Certification

Identity Verification Process

• You are expected to be on camera during virtual interviews
• We reserve the right to take your picture to verify your identity and prevent fraud
• You authorize the collection, processing, and use of your biometric data for identity verification and security purposes