F-35 Help Desk Specialist | Secret clearance

$67,184 - $90,896/Yr

GD Information Technology, Inc. - Edwards Air Force Base, CA

Full-time - Mid Level

Remote - Edwards Air Force Base, CA

10,001+ employees

About the position

As a Help Desk Specialist at GDIT, you will play a crucial role in providing technical support and assistance to users within the Joint Strike Fighter (JSF) F-35 IT program at Edwards AFB, CA. This position involves troubleshooting software, hardware, and printing issues, ensuring timely resolution of technical problems, and collaborating with various technical teams to enhance operational efficiency. Your contributions will directly impact the effectiveness of IT services provided to the F-35 Lightning II Joint Program Office.

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.
• May provide assistance concerning the use of computer hardware, software, and printing.
• Responds to and diagnoses problems through discussions with users.
• Provides timely support to end users on a variety of issues, including identifying, researching, resolving, and following up on technical problems.
• Serves as focal point for customer concerns.
• Documents, tracks, and monitors technical problems to ensure timely resolution.
• Interacts with multiple teams to restore service and/or identify and correct 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 supporting 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 the management of a technical support team.
• Experience developing and providing Service Level Agreements and Help Desk deliverables.
• Active Secret clearance.

Nice-to-haves

• Experience with M365 office suite, MS Teams, and the Windows operating system.

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