IT Service Desk Agent

General Dynamics
United States
Workplace: OnsiteFull timeUSD 30.44 - 41.18 hourlyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: associatesSkills: ["Customer service","Communication","Problem-solving","Learning","Teamwork"]

Provide excellent IT phone and web support for NIH users in Bethesda, MD, handling service requests and incidents through ServiceNow. Diagnose and resolve hardware and software issues using phone and remote access tools, document every interaction, and escalate urgent problems to the right support tiers. Follow the NIH IT Service Desk SOP while staying current on alerts and system changes, and contribute positively to a multi-vendor government team.

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FursaFursa
General Dynamics
General Dynamics
6 days ago

IT Service Desk Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Provide excellent IT phone and web support for NIH users in Bethesda, MD, handling service requests and incidents through ServiceNow. Diagnose and resolve hardware and software issues using phone and remote access tools, document every interaction, and escalate urgent problems to the right support tiers. Follow the NIH IT Service Desk SOP while staying current on alerts and system changes, and contribute positively to a multi-vendor government team.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to IT support requests via phone and web.
  • •Diagnose and resolve technical hardware and software issues using phone and remote access tools.
  • •Follow the NIH IT Service Desk SOP and log ALL phone and web contacts.
  • •Document contact and resolution, including for cases referred to escalated support tiers.
  • •Identify and escalate incidents and problems requiring urgent attention, and stay current with IT service alerts and system changes.
Travel: Low travel

Pay and Benefits

Salary: USD 30.44 - 41.18 hourly
Perks:401kHealth InsuranceDentalVisionPaid Leave

Key Requirements

  • •Associates degree (or equivalent) plus 3 years of relevant experience.
  • •ServiceNow experience and ability to process incidents and service requests.
  • •Experience providing email support and Microsoft O365 support.
  • •Skills with VPN and Active Directory, plus basic network troubleshooting.
  • •Knowledge of Windows and Mac operating systems and mobile troubleshooting (iOS, Android).
Experience:3+ yearsIT supportService deskGovernment
Education:Associate's
Skills:Customer serviceCommunicationProblem-solvingLearningTeamwork
Tech Stack:ServiceNowPhone SupportServiceNow Ticketing SystemMicrosoft O365VPNActive DirectoryWindowsMac OSIOSAndroid

Eligibility

Work Authorization:Sponsorship available.
Security Clearance:NACI (T1)

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