Service Desk Specialist - Secret Clearance Required

General Dynamics Information Technology•Arlington, VA

12d•$25 - $33•Hybrid

About The Position

GDIT is seeking a customer service–focused Service Desk Specialist to provide timely, professional IT support in a fast-paced, ITIL-oriented environment. The specialist works independently and collaboratively with IT professionals to resolve technical issues, support users’ mission needs, and communicate clearly with end users and senior staff. The role requires courteous, knowledgeable, and timely customer service and may include supporting a 24x7x365 service desk based on shift and coverage needs. The position provides IT operations support through an ITSM ticketing system, troubleshooting and resolving computer, software, hardware, network, and configuration issues. Support is delivered in person and through phone, email, instant messaging, and voicemail. The specialist installs, configures, modifies, and repairs hardware and software; trains end users; manages a high-volume ticket queue; documents resolutions and customer communications; and maintains service desk knowledge materials, diagrams, SOPs, and job aids. The role also contributes to process improvement efforts and may provide after-hours on-call support. The position is located at TARC in Arlington, Virginia. Onboarding and transition may require up to 45 days onsite; telework may be considered based on performance and mission needs, and arrangements may change at management or government direction. The schedule is primarily Monday through Friday, but the employee must be able to support any combination of first-, second-, or third-shift hours, weekends, and holidays as requested. Travel is less than 10%, and most team members do not regularly travel. The likely hourly rate is $24.52–$33.18; actual compensation may vary based on experience, geographic location, and contractual requirements.

Requirements

High school diploma required; an associate or bachelor's degree is preferred.
At least 2 years of related experience.
Active/current CompTIA Security+ CE certification at the start of employment.
Must obtain a relevant computing environment certification within 3 months of starting if beginning with only Security+ CE, per contract requirements.
Active SECRET security clearance at time of hire and ability to maintain it throughout employment.
U.S. citizenship required.
Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
Experience with Outlook in an Exchange Server environment, remote access tools for user support, networked printers, Active Directory, ITSM ticketing systems such as ServiceNow or Remedy, SharePoint, DoD STIGs/IAVMs, ACAS, and an SCCM/MECM environment.
Excellent customer service, analytical, and troubleshooting skills.
Strong documentation, organizational, and collaboration skills.
Ability to support a fast-paced, ITIL-transitional environment.
Excellent verbal and written communication skills for support calls and emails.
Strong multitasking and time-management skills, including the ability to work under time constraints and handle last-minute requests.
Detail-oriented, with consistent follow-through to ensure complete issue resolution.
Ability to quickly assimilate new information and motivation to learn new tools, processes, and requirements.
Ability to identify and communicate key information clearly and efficiently.
Ability to exercise discretion and independent judgment when handling issues.
Dependability and punctuality; follows instructions, responds to direction, and seeks feedback to improve.
Ability to support any combination of first-, second-, and third-shift hours, weekends, and holidays as requested.

Nice To Haves

Associate or bachelor's degree.
Telework may be considered based on performance and mission needs.

Responsibilities

Provide IT operations support using an ITSM ticketing system, resolving incidents and service requests without frequent escalation.
Troubleshoot computer systems, software, hardware, network, configuration, and architecture issues through in-person support, phone, email, instant messaging, and voicemail.
Install, configure, modify, and repair computer hardware and software.
Provide advanced technical interpretation and solutions independently.
Train end users in the proper and efficient use of hardware and software.
Provide in-person and phone support to a large end-user community.
Create, update, assign, actively work, and resolve tickets with clear notes and customer communication within established SLAs; escalate tickets as needed.
Monitor the help desk queue for new emails and create or assign tickets accordingly.
Document ticket problems, solutions, end users, start and completion times, and end-user satisfaction; provide resolution details that help other technicians address similar issues.
Provide regular status updates on incident troubleshooting and resolution, and notify the team lead about VIP requests requiring extra resources or potentially delayed resolution.
Manage a high-volume ticket queue and ensure tickets remain current.
Participate in team meetings, training sessions, and recurring ticket reviews.
Prepare and maintain documentation for the service desk knowledge base, including processes, guidelines, and reference materials.
Document and maintain as-built diagrams, SOPs, and job aids.
Support focus teams and specialized projects that promote process improvement and rapid issue resolution.
Maintain a high level of customer service with users and senior staff and build credibility through reliable support.
Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
Identify opportunities to improve customer satisfaction and service delivery.
Support after-hours on-call coverage as needed.
Periodically lift and move desktop hardware such as laptops, computers, and monitors.
Perform other duties as assigned.