Help Desk Technician III

General Dynamics Information Technology • San Antonio, TX

3d • Onsite

About The Position

GDIT is hiring a Help Desk Technician III to provide technical support to government customers at Lackland Air Force Base in San Antonio, Texas. The role is onsite and requires an active Top Secret/SCI clearance and U.S. citizenship. The technician supports help desk operations, standard desktop hardware and software, wireless devices, specialized networks and mission systems, email and chat services, and remote desktop management. The position also supports conference and video teleconference setup, maintains a SharePoint help desk intranet site, and provides customer training and technical assistance.

The technician resolves and documents IT problems using ticketing systems, follows customer priority matrices, and escalates issues when needed. Responsibilities also include maintaining standard desktop configurations, ensuring equipment and software approvals, supporting moves, adds, and changes, producing weekly performance reports, troubleshooting network health issues, and ensuring systems meet applicable Air Force, organizational, IAVA/IAVB/TCNO, and STIG requirements. The role involves coordinating with government staff, team leads, managers, specialists, and contractor technicians, and attending weekly status meetings as required.

Requirements

• At least 3 years of directly related experience supporting help desk operations.
• CompTIA Security+ certification with valid CE status.
• Technical training, certification(s), or a degree.
• Active Top Secret/SCI clearance.
• U.S. citizenship.
• Ability to work onsite at Lackland Air Force Base in San Antonio, Texas.

Responsibilities

• Provide help desk customer support for accounts, web browsing, email, office applications, databases, presentations, media, telephone services, and equipment issues.
• Coordinate 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 priority matrix.
• Support standard user workstations and associated software, review configurations for policy compliance, maintain standard desktop configuration images, and install approved configurations and equipment.
• Confirm required hardware and software approvals from the Equipment Custodian Officer or Unit Software License Manager before use.
• Support wireless handheld devices, including service setup, maintenance, and end-user support.
• Support specialized network devices, mission systems, and applications in unclassified and classified environments.
• Use remote desktop management capabilities to analyze and resolve end-user device problems.
• Process moves, adds, and changes requests for 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, anti-spam, and pop-up solutions.
• Maintain the SharePoint help desk intranet site with standards, security policies, ordering information, and technical tips.
• Measure help desk performance, provide weekly reports to the Task Lead, Service Desk Lead, or COR, and recommend efficiency improvements.
• Troubleshoot network components and configurations to identify and resolve health issues and failures.
• Provide technical assistance for organizational program initiatives and coordinate solutions with relevant staff and technicians.
• Provide formal, informal, and on-the-job training on 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 configuration 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, dental, and vision plan options.
• Internal mobility support and professional growth opportunities.
• Paid education and certifications.
• Paid vacation and holidays.
• Paid time off options including vacation, sick, personal, parental, military, bereavement, and jury duty leave.
• Short- and long-term disability benefits, life insurance, and other insurance offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed