Technical Support Specialist III

1 week ago

New Orleans, Louisiana, United States General Dynamics Information Technology Full time

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
Secret

Suitability:
Public Trust

Other Required:
None

Job Family:
Help Desk

Job Qualifications:
Skills: Call Center, Critical Thinking, Customer Service, Information Technology (IT)

Experience:
3 + years of related experience

Citizenship Required:
Yes

Job Description:

Are you proficient in technology? Do you seek a career that plays a crucial role in maintaining national security? Can you excel in a structured environment while engaging with advanced technologies? If so, General Dynamics Information Technology has a promising opportunity for you.

GDIT is in search of driven individuals to enhance our expanding team of technical support professionals.

In this role, you will act as the primary contact for IT problem resolutions within the Department of the Navy Enterprise Service Desk (NESD). Your responsibilities will include assisting customers by investigating technical challenges, providing solutions, and offering alternative options.

This position involves diagnosing and resolving application-related issues, ensuring timely incident resolution, or escalating concerns on behalf of the customer to guarantee satisfaction.

As part of this role, you will provide support through various channels including phone, email, chat, and enterprise ITSM.

Responsibilities:
A typical day as a Help Desk Technician III with GDIT includes:
  • Providing assistance and support to end-users with technical inquiries related to specialized Navy software systems and applications through multiple communication channels.
  • Applying troubleshooting techniques to identify technical issues, investigate causes, and recommend solutions or escalate tickets as per established SOPs.
  • Documenting requests and incidents thoroughly according to business processes and standard operating procedures.
  • Maintaining detailed notes regarding customer interactions.
  • Providing case status updates to management and end-users in line with service level guidelines.
  • Ensuring a high level of courteous customer service at all times.
  • Communicating effectively with customers across various technical skill levels.
Knowledge, Skills, Abilities & Experience:
General Experience:
Intermediate technical experience with software and remote support tools.
Specialized Experience:
Experience in analyzing and troubleshooting military software systems is preferred.
Requirements:
You MUST have:
  • A high school diploma or equivalent; AND
  • 3 or more years of related experience.
  • Demonstrated experience supporting classified legacy NESD Help Desk.
  • An active SECRET government clearance.
  • The ability and willingness to obtain an ITIL or HDI certification within 90 days of hire.
  • The ability and willingness to work any full-time shift in a structured, 24/7 help desk environment.
Preferred Qualifications:
Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/Afloat.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Onsite

Additional Information:
GDIT offers a comprehensive benefits package for all US-based employees, including various medical plan options, dental and vision plans, and a 401(k) plan with company matching. We prioritize work/life balance by providing flexible work weeks and a range of paid time off plans. Our offerings also include short and long-term disability benefits, life insurance, and critical illness coverage. GDIT is committed to ensuring our Total Rewards package remains competitive and reflective of employee preferences.

We are GDIT, a global technology and professional services company delivering consulting, technology, and mission services to major agencies across the U.S. government, defense, and intelligence community. Our experts leverage technology to create immediate value and deliver innovative solutions. We operate in 30 countries, offering capabilities in digital modernization, AI/ML, Cloud, Cyber, and application development. Together with our clients, we strive to create a safer, smarter world.

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.

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