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SCITLS Help Desk Technician III

General Dynamics Information Technology

Today
Secret
Mid Level Career (5+ yrs experience)
$50,000 - $60,000
No Traveling
IT - Support
Offutt AFB, NE (On-Site/Office)

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

At GDIT, people are our differentiator. As a Help Desk Technician III you will help ensure today is safe and tomorrow is smarter. GDIT is seeking highly motivated individuals to join our team of technical help desk professionals. Employees in this role will serve as the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. If offered this opportunity, you will provide support through a variety of methods including phone, email, chat, and enterprise ITSM.

HOW A HELP DESK TECHNICIAN III WILL MAKE AN IMPACT:

Assisting and supporting end-users with technical issues and questions via multiple support channels including phone, email, ITSM, and walk-in requests
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Thoroughly documenting requests and incidents according to business processes and standard operating procedures
Documenting detailed, specific work notes regarding the interaction with the customer
Providing case status updates to management and end-users according to service level guidelines
Maintaining a high level of courteous customer service at all times
Communicating with customers at all levels of technical and non-technical skills set

REQUIRED QUALIFICATIONS:

High School diploma or equivalent; AND
5 or more years of related experience (education may be substituted for experience)
Active SECRET government clearance
Intermediate proficiency utilizing technical tools demonstrating a strong understanding of hardware, software, networks, and common IT applications
Demonstrated experience with ITSM tools and ticketing systems (e.g. ServiceNow, Remedy) managing user support requests
Ability to obtain an ITIL 4 Foundation certification within the first 9 months of employment
Ability to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employment
Ability & willingness to work and adhere to any full-time shift
US Citizenship
group id: 90979310
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We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

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Job Category
IT - Support
Clearance Level
Secret