Senior Help Desk Specialist

Clearance Level
Interim Secret
Help Desk
Arlington, Virginia

REQ#: RQ102339

Travel Required: None
Requisition Type: Regular

Do you hold an active US government security clearance? Are you interested in work that gives you the opportunity to use your skills to solve complex problems?  Would you like to join a team that encourages ingenuity and is mission driven?  Would you like to join an organization that makes a difference for our warfighters and our citizens?

The Joint Strike Fighter (JSF) F-35 IT program support contract provides knowledge-based, information assurance and cybersecurity IT services to the F-35 Lightning II Joint Program Office (JPO). Our services include program management, enterprise performance management, enterprise architecture, implementation of emerging capabilities and requirements, life cycle management, operations & maintenance, enterprise data management, service desk support and IT training. 

We are currently seeking a Senior Help Desk Specialist

Job Duties:

Supports manager with day-to-day personnel activities.  Ability to build enthusiasm and desire for the team.  Attentive to customer needs.  Personable with strong communication skills and able to work with a wide variety of people and personalities.

Plan, priorities, and schedule help desk activities to ensure continuity of service.

Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.

Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.

Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.

Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.

Evaluate Help Desk Systems and Processes for efficiencies and recommend improvements, as needed

Respond to more complex, escalated enquiries from team members.

SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.

Minimum Education Required:

  • BS/BA degree in Computer Science, Information Sciences, or related IT discipline.
  • ALLOWABLE SUBSTITUTION:  Six (6) years of related experience or four (4) years of related experience with an AA/AS degree.

Minimum Experience Required:

  • Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
  • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
  • Experience with Remedy/Help Desk Management Systems.
  • Progressive experience in the management of a technical support team.
  • Experience developing and providing Service Level Agreements and Help Desk deliverables.
  • IAT Level II baseline certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program.
  • Beginner/Novice level industry certification from one of the following: Microsoft, HDI, CompTIA or relevant technology.

Security Clearance: Secret clearance based upon a SSBI or SSBI-PR completed within the past five years.

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.