Help Desk Technician III
About The Position
GDIT is seeking a Help Desk Technician III to provide technical support at Lackland Air Force Base in San Antonio, Texas. The role requires an active Top Secret/SCI clearance and U.S. citizenship. The technician supports government users and systems across help desk operations, desktop hardware and software, network services, mobile devices, collaboration tools, and security compliance. The position is onsite and scheduled for 40 hours per week, with less than 10% travel required. The technician provides customer-facing support, troubleshoots and documents problems through ticketing systems, escalates issues as needed, and follows customer priority matrices. Responsibilities also include maintaining standard desktop configurations, installing and supporting equipment and software, assisting with mobile and specialized network devices, supporting email and collaboration services, and maintaining a SharePoint help desk intranet. The role reports help desk performance, provides technical assistance and customer training, attends meetings, and maintains compliance with applicable security directives and STIG guidance. The likely hourly rate is $23.30–$29.90; this is not a guaranteed compensation range, and the final salary may vary based on experience, geographic location, and contractual requirements. GDIT offers benefits including a 401(k) with company match, medical, dental and vision plan options, paid education and certifications, paid vacation and holidays, and other paid time-off and insurance offerings.
Requirements
- At least 3 years of directly related experience supporting help desk operations.
- Technical training, certification(s), or a degree.
- CompTIA Security+ certification with valid CE status.
- Active Top Secret/SCI clearance.
- U.S. citizenship.
Responsibilities
- Provide customer-facing help desk support for accounts, internet browsing, email, office applications, databases, presentations, peripherals, telephone services, and other user needs.
- Coordinate multimedia services and assist with conference, meeting, and video teleconference setup and operations.
- Resolve and document IT problems using ticketing systems, escalate issues when required, and respond according to the customer-provided priority matrix.
- Support standard user workstations and associated software; review and correct configurations that do not comply with Air Force and organizational policies.
- Maintain standard desktop configuration images, control their use, install them on appropriate workstations, and build and install equipment at user desktops.
- Ensure the Equipment Custodian Officer or Unit Software License Manager approves hardware and software before use.
- Provide setup, maintenance, and end-user support for handheld wireless devices, including smartphones and cellular air cards.
- Support specialized network devices, mission systems, and applications in unclassified and classified environments.
- Use remote desktop capabilities to take control of end-user devices for problem analysis and resolution.
- Handle Moves, Adds, and Changes requests involving services, devices, applications, locations, and port security requirements.
- Design, install, operate, maintain, and support messaging and collaboration services, including government mobile devices, voice and data plans, servers, mobile users, anti-spam, and pop-up solutions.
- Maintain the SharePoint help desk intranet site with standards, security policies, technology ordering information, and technical tips.
- Measure help desk performance and provide weekly reports to the Task Lead, Service Desk Lead, or COR, including recommendations for efficiency improvements.
- Troubleshoot network components and configurations to identify and resolve network health issues.
- Provide technical assistance for organizational program initiatives and coordinate solutions with team leads, supervisors, managers, specialists, and contractor technicians.
- Provide formal, informal, and on-the-job training related to help desk applications to customers and military or government staff as required.
- Ensure systems comply with IAVA, IAVB, and TCNO direction, including reviewing, applying, testing, and implementing patches and setting changes, and updating reporting databases.
- Use and recommend problem-prevention and workload-reduction techniques.
- 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 guidance.
Benefits
- 401(k) with company match
- Comprehensive health and wellness packages, including medical plan options
- Dental plan options
- Vision plan
- Paid education and certifications
- Professional growth opportunities and internal career mobility support
- Paid vacation and holidays
- Paid time off plans, including sick and personal time
- Paid parental, military, bereavement, and jury duty leave
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
