Help Desk Technician II

General Dynamics Information Technology • San Antonio, TX

20h • Onsite

About The Position

GDIT is looking for a Help Desk Technician II who holds an active TS/SCI clearance and must be onsite at Lackland Air Force Base in San Antonio, Texas. The role involves providing direct support to the government, including managing network accounts, assisting with various software applications (like Word, Excel, PowerPoint, Access), troubleshooting equipment issues, and providing multimedia coordination for conferences and VTC operations. The technician will also be responsible for IT problem resolution using ticketing systems, escalating issues as needed, and adhering to a priority matrix for service requests. Support extends to common user workstations and standard software configurations, ensuring compliance with Air Force and organizational policies. The role includes managing handheld wireless devices, specialized network support in classified environments, remote desktop management, and handling Moves, Adds, and Changes (MAC) requests. Additionally, the technician will support email and chat services, maintain a Help Desk Intranet site on SharePoint, report on help desk performance, troubleshoot network health, provide technical assistance for organizational initiatives, train customers and staff, and ensure system compliance with IAVA, IAVB, and TCNO directives, as well as STIG guidance.

Requirements

• Active TS/SCI clearance
• 1+ years of directly related experience supporting help desk operations
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• CompTIA Security+ certification with valid CE status
• US Citizenship Required

Nice To Haves

• Desktop Management
• End User Support
• Help Desk Operations
• Information Technology (IT) Support

Responsibilities

• Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc.
• Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.
• Provide IT support to resolve and document problems, using appropriate ticketing systems.
• Escalate problems to the appropriate organization or process, when required.
• Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).
• Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization.
• Review, maintain, and correct any configurations that do not comply with Air Force and organizational policies.
• Serve as a single source for Standard Desktop Configuration (SDC) images.
• Control usage and install SDC on all appropriate workstations.
• Build equipment in accordance with latest SDC images and provide equipment install at user desktop.
• Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.
• Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.
• Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.
• Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.
• Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.
• Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.
• Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.
• Measure and provide weekly help desk performance reports to Task Lead, Service Desk Lead, or COR.
• Provide recommendations to make the help desk more efficient.
• Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.
• Provide technical assistance to support organizational program initiatives.
• Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.
• Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.
• Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.
• Utilize existing problem prevention and workload reduction techniques.
• Recommend enhancements to existing techniques and new techniques to Government staff.
• Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.
• Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree