Helpdesk

General Dynamics Information Technology•Manassas, VA

2d•$69,264 - $115,690•Onsite

About The Position

At GDIT, people are our differentiators. As a Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT: Help GDIT to build, maintain, staff, and grow a new helpdesk supporting the Department of State at our Sterling and Manassas office. Providing a high level of technical support and service to our remote customers. Help create, write, and provide input for all process, procedures, and other requirements to stand up the helpdesk. Demonstrating attention to detail, problem solving, and desire to provide great customer experience. Delivering excellent customer service via phone, chat, email, and tickets. Support our new chatbot, AI driven analytics, and VDI in a Dev/Sec/Ops environment Troubleshooting and resolving issues within our constant evolving tool set to recommend corrective actions or procedural changes. Supporting Active Directory accounts, GPO’s and other items Documenting and tracking customer incidents and requests via ticketing management system. Following resolution process and efficiently escalating tickets to appropriate teams when applicable. Serving as subject matter expert to answer questions about software and related issues. Support zero trust

Requirements

Associate degree in IT-related discipline and or a minimum of 1 years of related experience.
Technical support, networking, application support, problem solving with a familiarity with AI chatbots.
CompTIA Security+ required within 6 months of start date
Active Top Secret security clearance
Excellent verbal and written communication, collaborative and adaptable.
US Citizenship Required: Yes
5 + years of related experience

Nice To Haves

Customer Service
Microsoft Windows
Teamwork

Responsibilities

Help GDIT to build, maintain, staff, and grow a new helpdesk supporting the Department of State at our Sterling and Manassas office.
Providing a high level of technical support and service to our remote customers.
Help create, write, and provide input for all process, procedures, and other requirements to stand up the helpdesk.
Demonstrating attention to detail, problem solving, and desire to provide great customer experience.
Delivering excellent customer service via phone, chat, email, and tickets.
Support our new chatbot, AI driven analytics, and VDI in a Dev/Sec/Ops environment
Troubleshooting and resolving issues within our constant evolving tool set to recommend corrective actions or procedural changes.
Supporting Active Directory accounts, GPO’s and other items
Documenting and tracking customer incidents and requests via ticketing management system.
Following resolution process and efficiently escalating tickets to appropriate teams when applicable.
Serving as subject matter expert to answer questions about software and related issues.
Support zero trust

Benefits

An internal mobility team focused on helping you achieve your career goals
Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, 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.