What are the responsibilities and job description for the Help Desk Technician Level 1 - Security Clearance Required position at General Dynamics - IT?
Help Desk Technician Level I
Transform technology into opportunity as a Help Desk 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 Help Desk Technician you will help ensure today is safe and tomorrow is smarter. We are looking for someone who provides 24x7 Help Desk Support as defined by first response / Tier 1 / Level 1 support. Provides phone and in person support to users in the areas of email, LAN / WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as initial point of contact for troubleshooting all IT related problems, including hardware / software, passwords, and printer problems
HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT
- Utilize work aids to resolve tickets at lowest level of support
- Receive, triage and route tickets to Tier 2 Help Desk accordingly
- Compile and organize data for monthly status reports
- Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
- Create help desk tickets in the designated ticket tracking system, provide an intimal acknowledgement to the end user validating receipt of the ticket
- Assist users with account creation, accessing and using IT systems
- Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
- Analyze, log and track issue and problem tickets related to intellink application
- Provide trend analysis and metrics to the Government based on gather data and monthly status reports
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
WHAT YOU’LL NEED TO SUCCEED :
Education : A bachelor’s degree in a technical, math, or business discipline. Four (4) years of help desk experience with an associate’s degree may be substituted for a bachelor’s degree
Required Experience : Two (2) years’ help desk experience with a bachelors, or four (4) years help desk experience with an associate’s degree, or six (6) years help desk experience in substitution of a degree.
Required Technical Skills : Help desk related technical skills
Security Clearance Level : TS / SCI with Full Scope Polygraph
Location : Customer Site
US Citizenship Required
GDIT IS YOUR PLACE :
Top Secret SCI Polygraph