Join General Dynamics Information Technology as a Technical Help Desk Professional to support the Department of Energy from our onsite Denver, Colorado location. You will diagnose and resolve IT issues, provide first-line support for Windows, Office 365, VMware, and DOE applications, and contribute to a culture that prioritizes clear communication, rapid problem solving, and excellent customer service. This role operates in a 24/7/365 service desk environment, with shift work as needed.
Compensation and benefits: The hourly rate typically ranges from $27.20 to $36.80. This range does not guarantee compensation; final salary is determined by experience, geographic location, and contractual requirements. In addition, view information about benefits and our total rewards program.
Responsibilities
- Collaborate with the Department of Energy to resolve IT issues ranging from straightforward to complex.
- Support end users with technical questions related to software systems and applications, including MS Operating Systems, Microsoft Office 365, VMware, and DOE-specific applications, through multiple channels (phone, email, chat, web forms, etc.).
- Create, modify, delete and edit distribution lists, shared mailboxes, and the global address list via Active Directory; manage user accounts, group memberships, and shared drive permissions per SOP.
- Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify problems, investigate causes, and recommend solutions or escalate per SOPs and knowledge articles.
- Meet customer service level agreements through effective incident management and responsive communication.
- Provide Tier 2 Service Desk support and program assistance; deliver prompt, courteous service via chat, email, and deskside support.
- Assist with on-site installation, maintenance, troubleshooting, and repair of desktops, thin clients, notebooks, printers, iPads, and related peripherals.
- Troubleshoot and resolve issues involving Windows, desktop applications, collaboration tools, shared drives, email, and related technologies; support Office 365 and Active Directory products.
- Document and track incidents and requests in the ticketing system, update troubleshooting steps and resolutions, and escalate to appropriate teams when needed.
- Isolate and resolve issues with individual workstations; serve as a knowledge resource for hardware and software questions.
Technologies used
- Microsoft Windows
- Microsoft Office 365
- VMware
- Active Directory
Requirements
- 3 to 6 years of helpdesk experience
- CompTIA Security+ (DoD 8570 Compliance)
- Active Top Secret/DOE Q clearance
- Location: On customer site; 24/7/365 service desk with potential shift work
- Citizenship: U.S. Citizenship Required
- Travel: Less than 10%
Identity verification
As part of the hiring process, an identity verification process using biometrics and artificial intelligence is employed to ensure authenticity. Candidates may be required to appear on camera during virtual interviews, and we may take a photograph to verify identity for fraud prevention.
About our work
GDIT is a global technology and professional services company delivering solutions to government and defense sectors. Our 26,000 experts apply technology across AI, cloud, cyber, and software development to create immediate value and mission-ready capabilities worldwide.
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