General Dynamics Information Technology is hiring a Tier II Help Desk Technician to support customer environments from an onsite location in Washington, DC. In this role, you will focus on network monitoring, end-user support, and incident/problem management with 24/7 on-call coverage, while maintaining documentation, escalation controls, and service management practices.
Work on this team includes hands-on troubleshooting, user and systems support, and communication with Government leadership through clear status updates. The position requires an active TS/SCI with Polygraph and an IAT Level II certification requirement under DoD 8570.01-M.
Role overview
- Provide network monitoring during customer core hours and maintain 24/7 on-call support, including weekends and holidays.
- Document and manage end-user reported problems, ensuring appropriate controls exist so only authorized staff can archive entries, including determining whether issues meet escalation criteria based on priority.
- Perform user account management according to the Account Management Plan.
- Support advanced software installations and upgrades for operating systems and layered software packages.
- Provide technical assistance for computer systems, hardware, and software by responding to queries, running diagnostic programs, isolating issues, and implementing solutions.
- Operate and maintain procedures, hardware, network connections, and software needed to monitor systems and trouble tickets.
- Walk customers through problem-solving steps and follow up to confirm issues are resolved.
- Collect and evaluate incident reporting practices and operations.
- Manage IT incidents and problems in accordance with IT service management principles such as ITIL (IT Infrastructure Library).
- Apply expertise in network connectivity troubleshooting, including cable management and fiber termination technologies, and assist with managing and modernizing LAN cabling.
- Maintain and update records and tracking databases.
- Alert relevant teams to recurring issues and patterns of problems.
Training support and reporting
- Support development of unique application training lesson plans for initial, follow-on, or refresher training.
- Distribute training materials (hardcopy and electronic) and conduct training on-site or over the phone.
- Provide system updates and statuses to Government leadership using PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
Required qualifications
- 3+ years of related experience (may vary based on technical training, certification(s), or degree).
- HS/GED with 1+ years.
- Active TS/SCI with Polygraph.
- DoD Manual 8570.01-M requirement for IAT Level II.
- Experience working with a ticketing system, such as Remedy, SCSM, or ServiceNow.
- Strong written and verbal communication skills, with a customer service focus and ability to work as part of a team.
- Ability to resolve technical and other types of issues with little oversight.
- U.S. Citizenship Required.
- On Customer Site location requirement.
- Travel required: None.
Tools and technologies
- Remedy, SCSM, ServiceNow
- ITIL (IT Infrastructure Library)
- PowerPoint
- Analysis of Alternatives PowerPoint briefings
Compensation and benefits
- Hourly pay range: $28.60 - $38.70 (likely hourly rate: USD 28.60 - 38.70).
- 401(k) with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you build skills and own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Paid vacation
- 10 company-paid holidays
Clearance level: Top Secret SCI + Polygraph. Requisition type: Regular. Category: Technical Support Services. REQ#: RQ230612.
Identity verification process: Applicants must complete an identity verification process that uses advanced biometrics and artificial intelligence for authenticity and to protect against identity fraud. Virtual interviews may require being on camera, and the company reserves the right to take your picture to verify identity and prevent fraud. You must authorize collection, processing, and use of biometric data for identity verification and security purposes.
