Service Desk Specialist - Secret Clearance Required

General Dynamics Information Technology•Arlington, TX

11d•Hybrid

About The Position

GDIT is seeking a customer service–focused Service Desk Specialist to provide timely, professional support to users in a fast-paced, ITIL-oriented environment. The specialist works with a team of IT professionals and independently resolves technical issues, communicating clearly with end users and senior staff and explaining technical concepts in user-friendly terms. A strong customer-service mindset, expertise, courtesy, timeliness, and professionalism are essential. The role provides IT operations support through an ITSM ticketing system, resolving incidents and service requests, troubleshooting computer systems, software, and hardware, and installing, configuring, modifying, and repairing hardware and software. Support is delivered in person and through phone, email, instant messaging, and voicemail. The specialist also trains users, maintains ticket and process documentation, supports service-delivery improvements, and contributes to a Service Desk operating 24x7x365 as required by shift and coverage. 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 can 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 scheduled weekly hours are 40. The position requires an active Secret clearance at hire and the ability to maintain it throughout employment.

Requirements

High school diploma.
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 the time of hire and ability to maintain the clearance throughout employment.
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, 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 issues are fully resolved.
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.
Dependable and punctual; able to follow instructions, respond to direction, and seek feedback to improve.
Willingness to support any combination of first, second, or third shift hours, weekends, and holidays as requested.
U.S. citizenship required.

Nice To Haves

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

Responsibilities

Provide IT operations support through an ITSM ticketing system, resolving incidents and service requests without frequent escalation.
Troubleshoot computer systems, software, and hardware 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 across networks, software, hardware, configurations, and architectures.
Train end users in the proper and efficient use of hardware and software.
Provide in-person and phone support for a large end-user community.
Create, update, and resolve trouble tickets with clear notes and customer communication within established SLAs.
Provide regular status updates on incident troubleshooting and resolution.
Manage a high-volume ticket queue, ensuring tickets are actively worked and updated; escalate tickets as needed.
Monitor the help desk queue for new emails and create or assign tickets accordingly.
Document each ticket’s problem, solution, end user, start and completion times, and end-user satisfaction, providing enough detail to support future resolution.
Notify the team lead of VIP requests that require additional resources or may delay resolution.
Participate in team meetings, training sessions, and recurring ticket reviews.
Prepare and maintain accurate knowledge-base documentation, 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, building credibility and trust through reliable support.
Analyze customer needs, recommend alternative solutions, and identify ways 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.

Benefits

Competitive pay.
Comprehensive benefits and wellness packages.
401(k) plan with company match.
Paid time off, including vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave.
Medical plan options, including some with Health Savings Accounts.
Dental plan options.
Vision plan.
Short- and long-term disability benefits.
Life insurance.
Accidental death and dismemberment insurance.
Personal accident insurance.
Critical illness insurance.
Business travel and accident insurance.
Full flex work weeks where possible.
AI-powered career tools and learning opportunities for professional development.
Internal mobility team to support career goals.