Helpdesk Technician

1 week ago

Elkridge Maryland, Anne Arundel County, MD, United States General Dynamics Information Technology Full time

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

Computer Systems, System Requirements, Systems Support

Certifications:

None

Experience:

0 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as a Helpdesk Technician with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate. At GDIT, people are our differentiator. As a Helpdesk Technician t you will help ensure today is safe and tomorrow is smarter.

HOW A HELPDESK TECHNICIAN WILL MAKE AN IMPACT:

  • Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).

  • Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority.

  • Performs user account management per the Account Management Plan.

  • Performs advanced software installations and upgrades to operating systems and layered software packages.

  • Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.

  • Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

  • Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.

  • Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.

  • Walk customers through problem-solving and follow up with customers to ensure issues are resolved.

  • Collects and evaluates incident reporting practices and operations.

  • Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).

  • Knowledge of Network connectivity troubleshooting, cable management, and fiber termination technologies.

  • Will be responsible to assist in managing and modernizing LAN cabling.

  • Maintaining and updating records and tracking databases.

  • Alerting management to recurring problems and patterns of problems.

WHAT YOU’LL NEED TO SUCCEED:

  • Required Education and Experience: HS/GED + 3+ years

  • Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.

  • Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph

  • Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow

  • Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team

  • Ability to resolve technical and other types of issues with little oversight

  • Location: On Customer Site

GDIT IS YOUR PLACE:

  • 401K with company match

  • Comprehensive health and wellness packages

  • Internal mobility team dedicated to helping you own your career

  • Professional growth opportunities including paid education and certifications

  • Cutting-edge technology you can learn from

  • Rest and recharge with paid vacation and holidays

The likely hourly rate for this position is between $30.75 - $41.61. 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.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Onsite

Work Location:

USA MD Elkridge

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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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