Technical Help Desk Professional

$65,666 - $88,837/Yr

General Dynamics - Gaithersburg, MD

Full-time - Entry Level

Gaithersburg, MD

10,001+ employees

Transportation Equipment Manufacturing

About the position

The Technical Help Desk Professional at GDIT will support the Department of State (DoS) by diagnosing and resolving application issues, serving as the first point of contact for IT problem resolutions. This role involves collaborating with DoS to address IT issues, assisting end-users with software systems, and managing user accounts and permissions through Active Directory. The position is based at a state-of-the-art facility in Beltsville, MD, and requires a commitment to customer service and adherence to service level agreements.

Responsibilities

• Diagnose and resolve application issues for the Department of State.
• Provide first point of contact for IT problem resolutions for the DoS service desk.
• Assist end-users with technical issues related to software systems and applications.
• Manage user accounts and group memberships via Active Directory.
• Create, modify, delete, and edit distribution lists and shared mailboxes.
• Apply troubleshooting techniques to identify technical problems and recommend solutions.
• Escalate tickets in accordance with existing SOPs and work instructions.

Requirements

• High School Diploma or equivalent.
• 5 or more years of related experience (education may be substituted for experience).
• Beginner level of technical experience with Active Directory.
• Intermediate level of technical experience with ServiceNow or other ticketing systems.
• Experience with Microsoft Windows Operating System and Microsoft Office Suite.
• Minimum Interim Top Secret Clearance.
• Ability to work on-site at the facility in Beltsville, MD.
• Willingness to work any shift during a 24/7/365 operation.

Nice-to-haves

• CompTIA A+ certification or any ITIL or HDI certification.
• Experience providing remote support via remote tools.

Benefits

• 401K with company match
• Customizable health benefits packages
• Collaborative teams of highly motivated critical thinkers and innovators
• Internal mobility team dedicated to helping you own your career
• Rewards program for high-performing employees