F-35 Help Desk Specialist | Secret clearance

$66,997 - $90,667/Yr

General Dynamics - Wright-Patterson Air Force Base, OH

Full-time - Mid Level

Wright-Patterson Air Force Base, OH

10,001+ employees

Transportation Equipment Manufacturing

About the position

The F-35 Help Desk Specialist at General Dynamics Information Technology (GDIT) is responsible for providing first-tier technical assistance to users at Wright-Patterson AFB, OH. This role involves troubleshooting software, hardware, and printing issues, ensuring timely resolution of technical problems, and serving as a focal point for customer concerns. The specialist will interact with various technical teams to restore services and improve user experience, while also documenting and tracking issues to ensure effective support.

Responsibilities

• Provides first-tier software, hardware, and printing technical assistance to computer users.
• Answers questions or resolves computer problems for clients in person, via email, telephone, or electronically.
• Documents, tracks, and monitors technical problems to ensure timely resolution.
• Interacts with multiple teams to restore service and identify core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Requirements

• 5+ years of related experience supporting help desk Tier 1, Tier 2, and/or Tier 3 operations, preferably for a large-scale government customer.
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone.
• Experience with Remedy/Help Desk Management Systems.
• Progressive experience in managing a technical support team.
• Experience developing and providing Service Level Agreements and Help Desk deliverables.
• Active Secret clearance required.
• BS/BA degree in Computer Science, Information Sciences, or related IT discipline, or 6 years of work experience without a degree.

Nice-to-haves

• Technical Support Specialist - Basic: Security+ CE and Industry certification: AZ-900 - Microsoft Azure Fundamentals.

Benefits

• 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
• Paid vacation and holidays
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.