Desktop Support Technician | Onsite DC | Eligible for Public Trust

General Dynamics Information Technology • Washington, DC

9d • Onsite

About The Position

Job Summary: Provides white glove desktop and technical support to Executives level users. Troubleshoots laptop/desktop PC problems. Responds and follows-up on customer support problems, provides timely and professional Desktop support to users. You will be interfacing with users; therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

Requirements

• 5 + years of related experience
• US Citizenship Required
• Associate degree with 3+ year of IT experience or 6+ years IT experience in lieu of degree
• 3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following: Windows 10/11, Mac OS 22 or newer and Microsoft Office suite
• Experience using ticketing system (preferably ServiceNow)
• Strong customer service and end user equipment support skills
• Strong written and oral communications
• In order to perform tasks under this TO, contractor personnel may be required to maintain a security clearance or access-controlled facilities belonging to the Government and contractor, access Information Technology (IT), or access technology work associated with DoD. Therefore, all contractor personnel performing under this TO must be U.S. citizens.”
• ITIL foundations certification or ability to obtain certification within 6 months

Nice To Haves

• Apple Certified Support Professional
• Microsoft Certification for Windows 11
• A+
• CompTIA Security+
• CompTIA Network+

Responsibilities

• Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
• Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
• Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals.
• Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
• Connects and configures IT devices to use computer networks
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
• Provides software support for user's applications, including basic to advanced software operations and general use of computers and peripherals
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
• Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
• Develops end-user documentation and instructions
• Document all user requests and actions taken in ServiceNow ticketing system. Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
• Ability to work well under pressure and to meet deadlines as needed
• Re-images desktops and laptops, as needed, and deploys new equipment to end users
• Participate in special projects as required
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals
• Follows set policies and procedures when assisting clients to ensure proper handling of requests
• Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
• Supports continuous improvement in the process and quality of the operations
• Provide support for escalated issues from help desk analysts

Benefits

• Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
• We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees