Poly

General Dynamics Information Technology•San Antonio, TX

6d•$34 - $46•Onsite

About The Position

GDIT is hiring a Help Desk Technician IV to provide enterprise IT support at a client site in San Antonio, Texas. The role responds to user support requests through phone, email, chat, and ticketing systems; records and tracks requests; diagnoses and resolves routine hardware, software, and network connectivity issues; and guides users through troubleshooting. Complex issues are escalated to second-level support or specialized teams. The specialist may also mentor less experienced professionals and new hires. Technical duties include installing, configuring, and updating software; using remote access tools to install, modify, and repair computer hardware and software; assisting with password resets, account lockouts, and access issues; troubleshooting printers, scanners, and other peripherals; and helping maintain IT asset inventory. The role documents support interactions, solutions, procedures, and troubleshooting steps, contributes knowledge-base articles, and provides users with ticket-status updates. It also requires professional, clear communication, adherence to IT and departmental policies, and reporting potential security incidents. The schedule is Monday through Friday, 2 p.m. to 10 p.m. CST, 40 hours per week. This mission-essential position may require holiday work. The work is onsite, with less than 10% travel required.

Requirements

At least 5 years of related experience.
Associate of Arts or Associate of Science degree.
Current Top Secret/SCI clearance with polygraph; the same clearance must be obtainable.
U.S. citizenship.
CompTIA Security+ certification required within 3 months of the start date.
Ability to install, modify, and repair computer hardware and software using remote access tools.
Maintain current knowledge of relevant technology as assigned.

Responsibilities

Respond to user inquiries by phone, email, chat, or ticketing systems.
Log and track support requests using the help desk ticketing system.
Diagnose and resolve basic hardware, software, and network connectivity issues.
Provide step-by-step troubleshooting guidance to users.
Escalate complex issues to second-level support or specialized teams when necessary.
Guide and mentor less experienced professionals, new hires, and trainees when necessary.
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Troubleshoot printers, scanners, and other peripherals.
Help maintain inventory of IT assets such as laptops, monitors, and accessories.
Document and report solutions and procedures for recurring issues for leadership review.
Maintain accurate records of support interactions, tickets, and resolutions.
Contribute knowledge-base articles to support self-service solutions.
Create and submit tickets with the required information and troubleshooting steps taken.
Communicate professionally and empathetically with users and coworkers, including explaining technical information to non-technical users.
Provide updates on ticket status and possible resolutions.
Participate in the team environment and assist coworkers when needed.
Follow IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.

Benefits

Comprehensive benefits and wellness packages.
401(k) with company match.
Competitive pay and paid time off.
Medical plan options, including plans with Health Savings Accounts.
Dental plan options.
Vision plan.
Full flex work weeks where possible.
Paid vacation, sick, personal, holiday, 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.