Help Desk Technical Support - Shift Wednesday - Sunday, 3:00pm -11:30pm- US Citizenship required

General Dynamics Information Technology•Washington, DC

1d•Onsite

About The Position

GDIT is seeking a Help Desk Specialist to provide 24x7x365 service desk support for a Federal customer in Washington, DC. This position is part of an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). The role involves reporting directly to the Service Desk Manager or a Shift Lead. The primary objective is to ensure systems operate with optimal performance, security, and usability by providing comprehensive technical support to end users. The candidate will perform all necessary technical Service Desk support activities to maintain strong, robust, and standard-performing systems. The specific work shift for this position is Wednesday through Sunday, from 3:00 PM to 11:30 PM, and requires the candidate to be onsite near the Gallery Place Metro station or Metro Center in Washington, DC.

Requirements

Technical background
4 + years of related experience
US Citizenship required
Ability to obtain a public trust clearance

Nice To Haves

Experience working on service desk teams supporting IT services
Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc.
The ability to resolve technical and other types of issues with little oversight
Strong oral and written communications skills
Technical certifications
Technical degree preferred

Responsibilities

Provide user support and customer service on company supported computer applications and platforms
Use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests
Troubleshoot issues and advise on appropriate action
Ensure prompt resolution of issues
Escalate issues to Tier 2 or shift lead
Track all issues to closure
Respond to user requests via phone and email

Benefits

401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
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