SCITLS Help Desk Technician III

General Dynamics
United States
Workplace: OnsiteFull timeUSD 26.44 - 35.78 hourlyFunction: Field Service, Maintenance & Skilled TradesExperience: 3+ yearsEducation: certificationSkills: ["Customer service","Communication","Troubleshooting","Documentation"]

Provide 24/7 first-point-of-contact support for end users at USSTRATCOM as part of the SCITLS program. Diagnose and resolve application and technical issues, using ITSM ticketing tools such as ServiceNow or Remedy, and follow SOPs for escalation when needed. Handle requests via phone, email, chat, and walk-ins, document incidents thoroughly, and keep customers and management updated on case status. Work 100% onsite at Offutt AFB.

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FursaFursa
General Dynamics
General Dynamics
1 day ago

SCITLS Help Desk Technician III

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide 24/7 first-point-of-contact support for end users at USSTRATCOM as part of the SCITLS program. Diagnose and resolve application and technical issues, using ITSM ticketing tools such as ServiceNow or Remedy, and follow SOPs for escalation when needed. Handle requests via phone, email, chat, and walk-ins, document incidents thoroughly, and keep customers and management updated on case status. Work 100% onsite at Offutt AFB.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Assist and support end users with technical issues and questions via phone, email, ITSM, and walk-in requests.
  • •Use troubleshooting, issue isolation, and diagnostics to identify technical problems and recommend solutions or escalate per SOPs.
  • •Document requests, incidents, and detailed work notes according to business processes and standard operating procedures.
  • •Provide case status updates to management and end users according to service level guidelines.
  • •Maintain courteous customer service and communicate with technical and non-technical stakeholders.

Pay and Benefits

Salary: USD 26.44 - 35.78 hourly
Perks:401kHealth InsuranceDentalVisionPaid LeaveLearning Budget

Key Requirements

  • •3 or more years of related experience (education may be substituted).
  • •Active SECRET government clearance.
  • •Intermediate proficiency using technical tools and understanding of hardware, software, networks, and common IT applications.
  • •Experience using ITSM tools/ticketing systems (e.g., ServiceNow, Remedy) to manage user support requests.
  • •US Citizenship; technical training/certifications or degree, with ability to obtain ITIL 4 Foundation within 9 months and CompTIA A+, CND, or Security+ within 90 days.
Experience:3+ yearsDefenseFederal governmentEnterprise IT
Education:Certification / Diploma
Skills:Customer serviceCommunicationTroubleshootingDocumentation
Certifications:ITIL 4 FoundationCompTIA A+CNDSecurity+
Tech Stack:ServiceNowRemedyITSMNIPRNetSIPRNetJWICSSAPSARPhoneEmailChat

Eligibility

Security Clearance:Secret

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn