Help Desk Technician

Ft Belvoir, VA
Apr 05, 2017
May 23, 2017
Specialty Trades
Full Time
We seek a junior to mid-level help desk technician to provide Level 1 and 2 help desk support.


To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.


Job Description:

  •  Record requests for help, answer user questions, or, if necessary, direct support calls to the appropriate technical team member for resolution.
  • Provide telephone and on-line remote software troubleshooting and support for local and offsite users to resolve network and software problems and troubleshoot site problems.
  • Provide deskside assistance as needed, including troubleshooting and replacing desktop equipment.
  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Use Remedy as the help desk software
    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.Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution.
  • Documentation
  • Work with other members of the team to ensure that help desk documentation is complete and up-to-date
  • Provide weekly and monthly status reports
  • Requires a High School Diploma or GED
  • Associate's Degree preferred
Qualifications Experience:

  • 1-3 years of directly related experience supporting help desk operations or customer service
  • Experience with Windows Operating Systems and Microsoft Office products
Certifications and Clearance Requirements:
    Current active Secret Clearance.Must have either a Security+ or a Windows certification upon start date. However, the candidate will ultimately need to have both. If you start with just a Windows certification, your offer will be contingent on receiving a Security + within two months after your start date. If you start with a Security +, your offer will be contingent on receiving the Windows certification within 5 months after your start date.
 Unique/Additional Requirements:

  • Experience with customer service
  • Basic computing environment knowledge and troubleshooting skills for hardware/software
  • Knowledge of Windows 7 required – Windows 10 a plus
  • Basic networking knowledge and troubleshooting skills
  • Basic Active Directory knowledge
  • Experience with remote access a plus
  • Experience using/troubleshooting Microsoft Office Suite (Word/Excel/PowerPoint), Visio, and Internet Explorer
  • Basic Knowledge of Outlook Email Client in an Exchange Server Environment
  • Experience working with networked printers
  • Excellent problem solving, analytical, and decision making capabilities, including understanding user requirements, troubleshooting technical issues, successfully resolving issues and challenges, and developing creative solutions for process improvement
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent documentation skills
  • Strong organizational and collaborative skills
  • Strong teamwork and engagement as a project team member.
  • Ability to assimilate information rapidly, motivated to self-study new requirements
  • Maintain current industry knowledge of relevant concepts; practices and procedures.
  • Able to multi-task and prioritize
  • Able to work under time constraints
  • Willing to perform other duties as assigned
  • Adapt to changes in requirements and new projects
  • Maintain and upgrade certifications
  • May need to lift and carry desktop equipment such as laptops, computers, and monitors
 Work Location:
  • Client Site, Fort Belvoir, VA
  • The facility is open from 6 am – 6 pm
  • Work schedule will be coordinated with other help desk staff – some flexibility may be required to cover when others are out of office
  • No telework allowed

Travel:  Occasional travel may be required ( 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.