Helpdesk Support Technician

General Dynamics Information Technology•Washington, DC

17h•$33 - $45•Onsite

About The Position

Provides Tier II technical support and customer service to users of company-supported computer applications and platforms. The technician troubleshoots issues, advises users on appropriate actions, and supports more than 500 users by telephone, ServiceNow, and remote-control systems. The role configures and supports computers, laptops, mobile devices, printers, monitors, storage devices, and peripherals; prepares IT devices for secure operation; supports connectivity and access; and assists with equipment moves, additions, and changes. The technician diagnoses and resolves hardware and software problems, communicates remediation plans and status updates, maintains tickets and asset records, and works with Tier I, II, and III teams and other groups to resolve technical issues. The role also contributes to service desk procedures, training materials, end-user documentation, and continuous improvement, while maintaining professional, customer-focused service. This is an onsite position in Washington, DC, with some remote work allowed depending on workload. The schedule is 40 hours per week, with availability required within an 8:00 a.m.–8:00 p.m. EST rotation. The likely hourly rate is $33.15–$44.85, subject to experience, geographic location, and contractual requirements.

Requirements

At least 2 years of related experience; the posting specifies a minimum of an associate degree plus 2 years of related experience, or 3 years of related work experience without an associate degree.
At least 2 years of technical support experience with current desktop and laptop computers and with two or more of the following operating systems: Windows 11 and macOS 27 Golden Gate.
At least 2 years of technical support experience with Microsoft products, including Copilot, Defender, Office 365 applications, and Windows Hello for Business.
Experience using a ticketing system.
Experience with remote desktop management software.
Experience with workstation deployment management systems.
Ability to follow and update standard troubleshooting procedures and route or escalate unresolved issues appropriately.
Ability and willingness to seek input from senior engineers and ask questions to improve technical understanding and first-call resolution.
Proven ability to meet or exceed Service Level Agreements.
Strong customer service and end-user equipment support skills.
Strong written and oral communication skills.
Ability to work onsite within an 8:00 a.m.–8:00 p.m. EST rotation.
Ability to work well under pressure and meet deadlines as needed.
Education requirement: AA/AS.

Nice To Haves

ServiceNow ticketing-system experience is preferred.
Bomgar/BeyondTrust remote desktop management software experience is preferred.
SCCM workstation deployment management experience is preferred.
ITIL Foundations certification, or the ability to obtain it within 3 months.
One or more of the following certifications: CompTIA Security+, CompTIA Network+, CompTIA A+, Microsoft Certified Desktop Support Technician, Enterprise Desktop Support Technician on Windows 11, MCITP: Enterprise Desktop Administrator on Windows 11, or Microsoft Certified Technology Specialist: Windows 11.

Responsibilities

Provide technical support to more than 500 users by telephone, ServiceNow, and remote-control systems.
Configure and remotely support desktop and laptop computers, imaging, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
Configure IT devices for secure operation, including installing security software, applying software updates, and performing other required remote configurations.
Support media, wireless networking, port security, remote access, network connectivity, and equipment moves, additions, and changes.
Assist the Help Desk Manager with daily operations and update assigned tickets daily.
Diagnose hardware and software failures, communicate remediation plans to users, and provide status updates.
Provide remote software support for NCI-provided applications, including basic and advanced operations and general computer and peripheral use.
Support NCI and NIH proprietary software.
Conduct virtual assistance sessions using tools such as Windows Remote Assistance and Apple Remote Desktop.
Provide inventory management support and assist with the CEPO process for hardware retirement.
Contribute to end-user documentation and instructions.
Track and update the movement of IT assets, including laptops, desktops, and printers, in the stipulated database and within time constraints.
Perform diagnostics, analysis, repairs, or hardware replacements for PCs, laptops, and printers.
Follow policies, procedures, and troubleshooting practices to handle requests and route or escalate issues that cannot be resolved during customer contact.
Contribute knowledge and updated information to Service Desk standard operating procedures and Tier I training manuals.
Work with Tier I, Tier II, Tier III, and other groups to resolve technical problems.
Support continuous improvement in operational processes and quality.
Participate in troubleshooting with a focus on identifying and resolving root causes.
Provide end-user training as required.
Open, track, and close trouble tickets; ensure problem ownership and promote end-user satisfaction.
Track the activities of technical support specialists assigned tickets.
Support requirements gathering for equipment moves, additions, and changes.
Maintain a professional attitude and appearance, provide excellent customer service, and assist other analysts when needed.

Benefits

Medical plan options, including options with Health Savings Accounts.
Dental plan options.
Vision plan.
401(k) plan with pre-tax and post-tax contribution options and a company match.
Full flex work weeks where possible.
Paid time off, including vacation, sick and personal time.
Paid holidays.
Paid parental leave.
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 are provided or available.