Service Desk Technician

Support users who keep mission-critical systems running. General Dynamics Information Technology is seeking a Service Desk Technician onsite in El Segundo, CA to provide network, desktop, and systems hardware and software support for the Department of Defense, intelligence community, and federal civilian agencies. You will work with Jira Service Management and DynaTrace, troubleshoot issues remotely and on-site, and maintain end-to-end ownership of incidents.

Why this role

• 401(k) with company match to help you plan for the future.
• Comprehensive health and wellness packages.
• Paid vacation and holidays so you can rest and recharge.
• Professional growth through paid education and certifications.
• Internal mobility support via an internal mobility team dedicated to helping you own your career.
• Work with cutting-edge technology including Jira Service Management, DynaTrace, and Microsoft Active Directory.

Responsibilities

• Provide technical support and troubleshooting for network, desktop, and/or systems hardware and software.
• Assist with resolving hardware and software issues on laptops, thin clients, and peripherals.
• Answer end-user questions via email, telephone, and instant messaging.
• Identify problems through monitoring of Jira Service Management and DynaTrace portals.
• Fulfill requests and provide troubleshooting support to on-site personnel at Los Angeles Air Force Base and to remote users across the US for network and system infrastructure, applications, and devices.
• Record all work performed using Jira Service Management.
• Input standardized data into maintenance software to support diagnosis, identification, isolation, problem analysis, and historical record compilation.
• Route calls to the appropriate product line, application, or system support specialists.
• Alert management to recurring issues and problem patterns.
• Maintain incident ownership from start to finish.

Requirements

• Positive customer service attitude.
• Detailed technical problem-solving approach.
• Excellent interpersonal communication skills.
• Ability to lift and move objects up to 50 pounds, with or without reasonable accommodation.
• Ability to move between work sites as required.
• Technical training, certification(s), or degree, with 3+ years of experience.
• Ability to obtain an Interim Secret Clearance within 3 months of hire; Secret clearance preferred.
• Information Assurance Level II Certification (Security+).
• U.S. citizenship required.
• Location: Onsite at LAAFB (Los Angeles, CA).
• Travel: up to 10%.

Tools and technologies

You will work with Jira Service Management, DynaTrace, Microsoft Active Directory, and Security+.

Clearance level: Secret

Requisition: RQ229870

Requisition type: Regular

Travel required: Less than 10%

Category: Technical Support Services