DESKTOP Support–CHICAGO REGION

GD Information Technology•Chicago, IL

2d•Onsite

About The Position

The Help Desk Technician III supports the U.S. Department of Education's Office of the Chief Information Officer (OCIO), providing hands-on technical assistance to employees in the Chicago Regional Office and remote personnel supported by the region. The role troubleshoots hardware and software issues, maintains IT equipment, supports technology deployments, and helps ensure users have reliable access to IT services. Work includes onsite and remote desktop support, workstation installations and upgrades, equipment lifecycle activities, ticket management, onboarding and offboarding support, and coordination with technical teams. The position is onsite at the Chicago Regional Office, with occasional after-hours maintenance or critical-incident support as required and 10–25% travel.

Requirements

At least 3 years of related IT support experience.
U.S. citizenship.
Meet Department of Education background investigation and suitability requirements.
Ability to work onsite at the Chicago Regional Office.
Experience supporting Windows 10/11 operating systems and enterprise desktop environments.
Proficiency troubleshooting laptops, desktops, printers, docking stations, and peripherals.
Knowledge of Microsoft 365, Outlook, Teams, OneDrive, and Active Directory.
Experience using ServiceNow or similar ITSM platforms.
Understanding of TCP/IP, DNS, DHCP, wireless networking, and VPN troubleshooting.
Familiarity with Microsoft Intune, SCCM/MECM, and enterprise software deployment.
Experience with IT asset management, equipment refreshes, and system configurations.
Strong troubleshooting, communication, documentation, and customer service skills.
Ability to lift and move IT equipment weighing up to 40 pounds.
Technical training, relevant industry certification(s), or a degree in Information Technology or a related field.

Nice To Haves

CompTIA A+, Network+, Security+, or ITIL Foundation certification.
Microsoft technical certifications.
Experience supporting federal government agencies.
Familiarity with Dell enterprise hardware, endpoint security, and remote support technologies.

Responsibilities

Provide onsite and remote desktop support for Windows 11 laptops, desktops, printers, mobile devices, and peripherals.
Diagnose and resolve hardware, software, network connectivity, VPN, and application problems, escalating complex issues as needed.
Perform workstation installations, equipment replacements, technology refreshes, office moves, and hardware upgrades.
Document, track, and resolve incidents and service requests in ServiceNow while meeting established service-level agreements.
Configure and deploy employee equipment, assist with account access, and recover IT assets from departing personnel.
Inventory, track, distribute, and recover IT equipment in accordance with Department procedures.
Collaborate with Help Desk, Network Operations, Cybersecurity, and other technical teams to resolve issues and restore services.
Follow Department cybersecurity policies, approved software installation procedures, and equipment handling requirements.
Provide professional and responsive technical assistance and maintain accurate troubleshooting documentation.
Independently manage assigned incidents, service requests, and daily technical support activities.
Work effectively with remote technical teams and regional personnel while following established ITIL processes and operational procedures.
Support occasional after-hours maintenance or critical incidents as required.

Benefits

Comprehensive benefits and wellness packages.
401(k) with company match.
Competitive pay.
Paid time off, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
Medical plan options, including some with Health Savings Accounts.
Dental and vision plan options.
Short- and long-term disability benefits.
Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.
Full flex work weeks where possible.
AI-powered career tools and an internal mobility team focused on career development.