Lead Technician, Help Desk

Redstone Arsenal, AL
Feb 07, 2017
Mar 29, 2017
Specialty Trades
Full Time

GDIT has an opportunity for a Service Desk Technician in the Information Technology field working with a large line of business within GDIT that is currently supporting multiple contracts for the government.


Position Requirements:

All items listed below are requirements for consideration of employment:

    All candidates must be US Citizens, with a DoD Secret Clearance.The principle computing platform is Windows 7; must have knowledge of Windows 7 installation, troubleshooting, and support.Impeccable communication skills – written and verbal.Willingness to work flexible hours. The IT Business does not always offer standard 9AM-5PM hours – all candidates must be willing to perform our services during normal business hours or as required for project delivery. Our service desk is open 6AM to 6PM, so most of the time a standard work schedule may be expected; other hours are an exception.Work location is Huntsville, AL.Candidate must have a professional certification that meets DoD 8570 IAT Level 2. These certifications are: GSEC, Security+ CE, SSCP, CCNA-Security, CISA, GCIH, GCED, CASP and CISSP (or Associate). The list of certifications is available at:  http://iase.disa.mil/iawip/Pages/iabaseline.aspx


    Maintains work logs using the Remedy system to track resolution of user requests for services or incidents.Respond to user requests received via telephone, electronically through a ticketing system (Remedy), or “walk in” customer support desk for limited hours during the day.Respond to user needs at desktops, conference rooms, and secured rooms for operations, maintenance, troubleshooting or repair.May be required to perform light lifting to move a workstation (PC), printer or fax machine.Responds to and diagnoses problems through using established procedures ensuring all actions taken are documented in the assigned ticketEnsures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up stepProvides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Resolves all tickets assigned and works them IAW the Agency's ticket handling processDocuments, tracks, and monitors the problem to ensure a timely resolution.Provides second-tier support to end users for all approved applications on the Agency's desktopInteract with network services, datacenter or business applications groups to restore service and/or identify and correct core problem.Simulates or recreates user problems to resolve operating difficulties.Recommends systems modifications to reduce user problemsCreates knowledge base articles for use by IT professionals and customer base
Education Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications 5-8 years of directly related experience supporting help desk operations.


    Current MCITP certifications desired.Windows 7 experience working in a complex Windows Enterprise.Experience supporting the DoD desired.Strong English written and oral communication skills

Required Certification: Security+ CE.  

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.