DESKTOP Support–CHICAGO REGION

General Dynamics Information Technology•Chicago, IL

4d•$32 - $44•Onsite

About The Position

GDIT is hiring a Help Desk Technician III to support the U.S. Department of Education’s Office of the Chief Information Officer (OCIO) in the Chicago Regional Office and remote personnel supported by the region. The role provides hands-on onsite and remote technical assistance, maintains IT equipment, supports technology deployments, and helps ensure users have reliable access to IT services. The technician troubleshoots hardware, software, network connectivity, VPN, and application issues; handles workstation installations, equipment replacements, technology refreshes, office moves, and hardware upgrades; and manages incidents and service requests in ServiceNow or a similar platform. The role also supports employee onboarding and offboarding, IT asset management, collaboration with other technical teams, compliance with cybersecurity and equipment procedures, and responsive customer service. The position is onsite at the Chicago Regional Office, with 40 scheduled hours per week and travel required 10–25%. Occasional after-hours maintenance or critical-incident support may be required. Candidates must be U.S. citizens and meet Department of Education background investigation and suitability requirements.

Requirements

At least 3 years of related IT support experience; enterprise or federal government experience is preferred.
Technical training, relevant industry certification(s), or a degree in Information Technology or a related field.
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.
U.S. citizenship.
Must meet Department of Education background investigation and suitability requirements.
Ability to work onsite at the Chicago Regional Office.
Ability to lift and move IT equipment up to 40 pounds.

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 according to 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, equipment handling requirements, ITIL processes, and operational procedures.
Provide professional, 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.
Support occasional after-hours maintenance or critical incidents as required.

Benefits

Comprehensive benefits and wellness packages.
401(k) plan 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 options with Health Savings Accounts.
Dental plan options.
Vision plan.
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 learning opportunities.
Internal mobility team focused on career goals.