DESKTOP Support–CHICAGO REGION

HELP DESK TECHNICIAN III

Location: Chicago, Illinois
Company: General Dynamics Information Technology (GDIT)
Program: U.S. Department of Education | PIVOT-I
Work Location: Onsite

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven, resourceful, and committed to delivering exceptional customer service.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Technician III, you will support the U.S. Department of Education's Office of the Chief Information Officer (OCIO) by providing hands-on technical support to employees in the Chicago Regional Office and remote personnel supported by the region.

You will troubleshoot hardware and software issues, maintain IT equipment, support technology deployments, and ensure users have reliable access to essential IT services.

• Provide Technical Support: Deliver onsite and remote desktop support for Windows 11 laptops, desktops, printers, mobile devices, and peripherals.
• Troubleshoot Issues: Diagnose and resolve hardware, software, network connectivity, VPN, and application problems, escalating complex issues as needed.
• Support Regional Operations: Perform workstation installations, equipment replacements, technology refreshes, office moves, and hardware upgrades.
• Manage ServiceNow Tickets: Document, track, and resolve incidents and service requests while meeting established service-level agreements (SLAs).
• Support Onboarding and Offboarding: Configure and deploy employee equipment, assist with account access, and recover IT assets from departing personnel.
• Maintain IT Assets: Inventory, track, distribute, and recover IT equipment in accordance with Department procedures.
• Collaborate: Work with Help Desk, Network Operations, Cybersecurity, and other technical teams to resolve issues and restore services.
• Ensure Compliance: Follow Department cybersecurity policies, approved software installation procedures, and equipment handling requirements.
• Deliver Customer Service: Provide professional, responsive technical assistance and maintain accurate troubleshooting documentation.

WHAT YOU'LL NEED TO SUCCEED

Bring your technical expertise, problem-solving abilities, and commitment to customer service to GDIT.

Education: Technical training, relevant industry certification(s), or a degree in Information Technology or a related field.

Experience: Minimum of 3 years of related IT support experience, preferably in an enterprise or federal government environment.

Technical Skills:

• Experience supporting Windows 10/11 operating systems and enterprise desktop environments.
• Proficiency troubleshooting laptops, desktops, printers, docking stations, and peripherals.
• Knowledge of Microsoft 365, Outlook, Teams, OneDrive, and Active Directory.
• Experience using ServiceNow or similar ITSM platforms.
• Understanding of TCP/IP, DNS, DHCP, wireless networking, and VPN troubleshooting.
• Familiarity with Microsoft Intune, SCCM/MECM, and enterprise software deployment.
• Experience with IT asset management, equipment refreshes, and system configurations.
• Strong troubleshooting, communication, documentation, and customer service skills.

Citizenship: U.S. citizenship required.

Security Requirements: Must meet Department of Education background investigation and suitability requirements.

Role Requirements:

• Ability to work onsite at the Chicago Regional Office.
• Independently manage assigned incidents, service requests, and daily technical support activities.
• Work effectively with remote technical teams and regional personnel.
• Follow established ITIL processes, cybersecurity policies, and operational procedures.
• Ability to lift and move IT equipment up to 40 pounds.
• Support occasional after-hours maintenance or critical incidents as required.

Preferred Qualifications:

• CompTIA A+, Network+, Security+, or ITIL Foundation certification.
• Microsoft technical certifications.
• Experience supporting federal government agencies.
• Familiarity with Dell enterprise hardware, endpoint security, and remote support technologies.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tools that identify career steps and learning opportunities.
• Support: An internal mobility team focused on helping you achieve your career goals.
• Rewards: Comprehensive benefits, wellness packages, 401(k) with company match, competitive pay, and paid time off.
• Community: Award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and grow alongside colleagues who share your commitment to technical excellence, exceptional customer service, and supporting the Department of Education's mission.