Full-Time Technical Help Desk Agents, Barbourville, KY

Clearance Level
Remote, Based in USA

REQ#: RQ102487

Travel Required: None
Public Trust: Other
Requisition Type: Pipeline

General Dynamics Information Technology is looking for Technical Helpdesk Agents for the Department of Veterans Affairs (VA) Enterprise Service Desk Program in Barbourville, KY

 GDIT has opportunities for motivated, customer service oriented professionals to support the Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. The VA is undertaking an enterprise-wide migration of its IT infrastructure and support solution across its 1,600 CONUS and OCONUS locations. GDIT will provide technical services for VA on this new managed services program. Join GDIT and be a part of the team of men and women supporting our Veterans in one of the most important enterprise service desk modernization programs!

Applying for a career in GDIT’s Engagement Center is as easy as 1…2…3.   To learn more about GDIT’s Help Desk or Call Center positions and our candidate application process please call 833-GDIT-123.



  • Resolving  technical problems
  • Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
  • Diagnosing, identifying, isolating, and analyzing problems utilizing historical database records. 
  • Routing calls to product line specialists, application, or system support specialists, as required. 
  • Maintaining and updating records and tracking databases. 
  • Alerting management to recurring problems and patterns of problems.



  • AA or equivalent
  • Good communication and interpersonal skills
  • Familiarity with MS Product Suite from technical side
  • Demonstrated Problem Analysis skills
  • Program works 24x7 must be available for all shifts
  • Must live with 60 miles of the GDIT Barbourville, KY site


  • US Citizenship required per federal contract - must be able to obtain and maintain government security clearance
  • Customer service experience
  • Ideal candidate will have experience resolving technical problems to include:
  • Serving as the first point of contact for customers seeking technical assistance over the phone or self-service portal
  • Performing remote troubleshooting utilizing documented knowledge articles and asking pertinent probing questions
  • Walking the customer through the problem-solving process to resolution
  • Escalating unresolved issues to the next level of support personnel     


To succeed as a candidate and within this role, you will need to:

  • Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issues at hand, and a communication style that is patient and respectful
  • Embrace and follow established processes


COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

The likely hourly rate for this position is between $18.52 - $30.94, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.

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.