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General Dynamics Information Technology

SCITLS Help Desk Technician III

General Dynamics Information Technology
Bellevue, NE $26 - $36/hr Full time Posted 9d ago
Customer Service Customer Support End User Support Help Desk Support Incident Management Information Technology (IT) IT Services ITSM Phone Support Service Management ServiceNow Servicenow Technical Support
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Job Description

This onsite role at Offutt AFB, NE supports the USSTRATCOM enterprise IT environment as a SCITLS Help Desk Technician III. The position serves as the first point of contact for end users, diagnosing and resolving issues and escalating when necessary, with continuous 24/7 support across NIPRNet, SIPRNet, JWICS, SAP, and SAR environments.

Responsibilities

  • Assist and support end users with technical issues and questions via multiple channels including phone, email, ITSM, and walk-in requests
  • Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify problems, investigate causes, and recommend solutions, or escalate tickets per SOPs, work instructions, and knowledge articles
  • Document requests and incidents thoroughly in accordance with business processes and standard operating procedures
  • Record detailed, specific notes from interactions with customers
  • Provide case status updates to management and end users in line with service level guidelines
  • Maintain a high level of courteous customer service at all times
  • Communicate effectively with customers across varying levels of technical and non-technical skills

Requirements

  • High School diploma or equivalent; and 5 or more years of related experience (education may be substituted for experience)
  • Active SECRET government clearance
  • Intermediate proficiency with technical tools, with solid understanding of hardware, software, networks, and common IT applications
  • Demonstrated experience with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy) managing user support requests
  • Ability to obtain ITIL 4 Foundation certification within the first 9 months of employment
  • Ability to obtain CompTIA A+, CND, or Security+ certification within 90 days of employment
  • Ability and willingness to work a full-time shift
  • U.S. Citizenship

Technologies

  • ServiceNow
  • Remedy

Benefits

  • 401(k) 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
  • Exposure to cutting-edge technology you can learn from
  • Paid vacation and holidays for rest and recharge

Work Requirements

  • Years of Experience: 5+ years of related experience
  • May vary based on technical training, certification(s), or degree
  • Travel Required: None
  • Citizenship: U.S. Citizenship Required

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