Desktop Support Technician

GD Information Technology • Chicago, IL

1d • Onsite

About The Position

Advance how our customers operate while you advance your career. Join GDIT as a Desktop Regional Lead and build an impactful career in enterprise IT, supporting reliable and responsive end-user technology services. As a Desktop Regional Lead, you will support the mission of the U.S. Department of Education by providing technical leadership and hands-on desktop support across the assigned region. You will serve as a senior escalation resource, coordinate regional desktop support activities, and help ensure consistent service delivery.

Requirements

• Technical training, certification(s), degree, or equivalent combination of education and experience.
• 8+ years of related desktop support, endpoint support, IT operations, or enterprise technical support experience.
• Advanced experience supporting Windows, Microsoft 365, enterprise laptops and desktops, peripherals, endpoint applications, VPN, networking, authentication, and endpoint management technologies.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Working knowledge of ITIL incident, request, change, problem, and escalation processes.
• Experience serving as a technical lead, senior technician, escalation resource, or mentor.
• Ability to coordinate technical workloads and priorities across multiple technicians or supported locations.
• Strong troubleshooting, customer service, communication, and documentation skills.
• Ability to work independently and effectively coordinate with geographically dispersed technical teams.
• U.S. citizenship required.
• Ability to obtain and maintain required customer suitability or security requirements.

Nice To Haves

• Primarily onsite with regional travel as required.
• Occasional after-hours support, planned maintenance, or major incident response may be necessary.

Responsibilities

• Lead and coordinate daily desktop support activities across the region, including incidents, service requests, deployments, and escalations.
• Serve as the senior technical escalation point for complex desktop, laptop, hardware, software, connectivity, authentication, and peripheral issues.
• Provide hands-on technical support while mentoring and guiding desktop support technicians.
• Coordinate technician priorities and workloads to support timely resolution and consistent customer service.
• Collaborate with Service Desk, Endpoint Services, Asset Management, Network Operations, Cybersecurity, Engineering, and other enterprise teams.
• Support Windows 11, Microsoft 365, Teams, OneDrive, laptops, desktops, docking stations, monitors, printers, mobile devices, and enterprise applications.
• Troubleshoot endpoint hardware, software, VPN, wireless, network connectivity, authentication, and peripheral issues.
• Coordinate workstation refreshes, hardware replacements, software deployments, office moves, onboarding, offboarding, and other regional IT initiatives.
• Provide advanced support for executives, VIP users, and other high-priority customers.
• Monitor regional ticket queues, aging incidents, and escalations to ensure appropriate follow-up and resolution.
• Support major incidents and high-priority technical events by coordinating regional troubleshooting and service restoration activities.
• Ensure support activities are accurately documented in ServiceNow and performed in accordance with established ITSM processes and technical standards.
• Maintain accurate regional asset, inventory, configuration, and technical documentation.
• Communicate regional issues, risks, trends, and operational needs to technical and operational leadership.

Benefits

• Career development and learning opportunities
• Internal mobility resources focused on career growth
• Comprehensive benefits
• 401(k) with company match
• Competitive pay
• Paid time off
• Variety of medical plan options, some with Health Savings Accounts
• Dental plan options
• Vision plan
• 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.
• Full flex work weeks where possible
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed