Service Desk Technician
General Dynamics Information Technology•Mary Esther, FL
•$51,000 - $69,000•Onsite
About The Position
GDIT/ARMA-Global is currently pursuing a qualified candidate to serve as a Service Desk Technician supporting the sustainment, troubleshooting, and customer‑focused delivery of critical technologies for our customers. GDIT/ARMA‑Global is a full‑service integrator delivering a wide range of Information Technology services to Government and Commercial clients. We bring extensive experience in overseeing the design, implementation, execution, and sustainment of domestic and international programs, emphasizing no‑fail mission support. GDIT/ARMA‑Global prides itself on providing creative solutions to client challenges through talent and expertise committed to customer success.
Requirements
- 3 + years of related experience
- Strong customer-service skills and ability to engage positively with users of varied technical proficiency
- Familiarity with incident management processes and experience using ITSM platforms or ticketing suites
- Ability to multitask, prioritize, and adjust actions based on decision matrices or leadership guidance
- Basic understanding of IT fundamentals including hardware, software, networks, authentication, and system access
- Experience troubleshooting common workstation or platform issues (profiles, password resets, access problems, configuration issues)
- Ability to create and maintain sustainment documentation, system support artifacts, and SOPs
- Ability to communicate effectively with technical and non‑technical audiences
- Ability to work independently or within a collaborative team environment
- Professional demeanor, patience, and a commitment to customer satisfaction
- Strong written and verbal communication skills
- Desire for continuous learning and professional growth
- Ability to support fast-paced operational environments and real-time support needs
- Must have a SECRET clearance with the ability to obtain an SCI (TS/SCI)
- Current DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) Required
Nice To Haves
- ITIL v3 Foundation Desired
Responsibilities
- Receive, triage, and process all service requests, incidents, and issues as the primary technical focal point for users
- Provide Tier‑I and Tier‑II support to diagnose and resolve user‑reported problems across hardware, software, applications, and services
- Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve user issues
- Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates
- Identify recurring support trends and provide feedback to senior administrators and engineers for service improvement opportunities
- Participate in call script development, call flow refinement, and incident trend analysis to improve efficiency
- Support the development, maintenance, and update of sustainment documentation, SOPs, checklists, and lifecycle artifacts
- Provide remote support using mirroring or remote-access tools for distributed and global users
- Assist with installation, configuration, and basic troubleshooting of client hardware, software, and peripherals
- Escalate issues appropriately based on severity, impact, and technical complexity
- Maintain professionalism, customer-service focus, and a willingness to support fast-paced operational requirements
- Work closely with cross-functional teams in a Dev/Ops environment to relay operational feedback, reduce call volume, and enhance user satisfaction
- Support routine system checks, daily operational verifications, and basic maintenance tasks as required
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Full flex work week
- Variety of medical plan options
- 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
- 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 insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
