HelpDesk Technician IV (TS/SCI CI Poly required) - San Antonio, TX

Clearance Level
Top Secret/SCI
Category
Help Desk
Location
San Antonio, Texas

REQ#: RQ82461

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

We are GDIT. GDIT contributes to the completion of major engineering programs and may function in a project leadership role.
 

General Dynamics Information Technology has an immediate opportunity for HelpDesk Technician IV with the following duties and responsibilities included (but not limited to):

  • Provide technical support and troubleshooting for software applications on desktop thick and thin clients that communicate to/from application servers and third-party support agencies.

  • Screen, refer, and diagnose internal/external inquiries and work requests as they relate to support of related systems.

  • Provide end-user software troubleshooting and support.

  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.

  • Use ServiceNow as the help desk ITSM platform

  • Document all user requests and actions taken in ServiceNow ticketing system

  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction

  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again

  • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support

  • Maintain internal knowledge base for Help Desk technicians and users

  • Create and maintain documentation and work with other members of the team to ensure that help desk documentation is complete and up to date

  • Provide phone and help desk support for local and off-site users

  • Answer phones and emails in a timely manner

  • Maintain printers and multifunction devices

  • Create and maintain Windows 10 desktop images

  • Maintain software and hardware assignments

  • Participate in special projects as required

  • Familiar with Release and Configuration Management concepts

  • Familiar with Microsoft Active Directory

Additional details:

  • Install, modify, and repair computer hardware and software both in person and through the use of remote access tools

  • Participate in the administration of e-mail, Microsoft office, etc.

  • Maintain current knowledge of relevant technology as assigned

  • May coach and review the work of less-experienced professionals

Qualifications:

  • Position Requires a TS/SCI (DCID 6/4 eligible) clearance; the candidate must also be willing to take a CI polygraph 

  • Employment will be contingent until candidate is deemed eligible for SAP access by the government customer

  • CompTIA IAT II Certification required 

  • Onsite San Antonio, Texas

DESIRED QUALIFICATIONS:

  • AA/AS (or equivalent experience), 5+ years of experience

  • Strong interpersonal and communications skills

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#GDITPriority

#AFOpportunities

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.