Service Desk Specialist (M-F 0700-1600)

General Dynamics
United States
Workplace: HybridFull timeUSD 24.52 - 33.18 hourlyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Customer service","Communication","Troubleshooting","Documentation","Multitasking"]

Provide Tier II service desk support in an ITIL-oriented environment, resolving incidents and service requests with minimal escalation. Support users via phone, email, instant messaging, and in-person troubleshooting for computer hardware, software, networks, and configurations. Manage a high-volume ticket queue in an ITSM system (ServiceNow/Remedy), maintain clear documentation and knowledge base materials, and support a 24x7x365 service desk as required by schedule and coverage.

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FursaFursa
General Dynamics
General Dynamics
1 day ago

Service Desk Specialist (M-F 0700-1600)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide Tier II service desk support in an ITIL-oriented environment, resolving incidents and service requests with minimal escalation. Support users via phone, email, instant messaging, and in-person troubleshooting for computer hardware, software, networks, and configurations. Manage a high-volume ticket queue in an ITSM system (ServiceNow/Remedy), maintain clear documentation and knowledge base materials, and support a 24x7x365 service desk as required by schedule and coverage.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide Tier II IT operations support as a technical generalist, resolving incidents and service requests with minimal escalation using an ITSM ticketing system.
  • •Troubleshoot and support computer systems, software, and hardware via in-person, phone, email, messaging, and voicemail.
  • •Install, configure, modify, and repair computer hardware and software; provide technical interpretation across networks, software, hardware, and configurations.
  • •Create, update, and resolve trouble tickets with clear notes and communication within established SLAs, including status updates to stakeholders.
  • •Monitor and manage a high-volume help desk queue, document solutions and processes for a knowledge base, and support after-hours on-call and 24x7x365 coverage as required.
Travel: Low travel

Pay and Benefits

Salary: USD 24.52 - 33.18 hourly
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •High school diploma plus 1 year of experience, or an equivalent combination; AA/AS/BA/BS in IT or related discipline preferred.
  • •2+ years of related experience supporting IT equipment and users, including help desk/service desk operations.
  • •Active/current CompTIA Security+ CE at start; obtain a relevant computing environment certification within 3 months if starting with only Security+ CE.
  • •Experience with intermediate Microsoft Office, Outlook (Exchange environment), SharePoint, Active Directory, and ITSM ticketing systems (ServiceNow or Remedy).
  • •Experience with Microsoft technologies and security/management tools including SCCM/MECM, DoD STIGs/IAVMs, and ACAS; US citizenship required.
Experience:2+ years
Education:High School
Skills:Customer serviceCommunicationTroubleshootingDocumentationMultitasking
Certifications:CompTIA Security+ CE
Tech Stack:ITILServiceNowRemedyMicrosoft OfficeMicrosoft Internet ExplorerMicrosoft SharePointOutlookExchange ServerJavaAdobe AcrobatActive DirectoryRemote access toolsNetworked printersITSM ticketing systemsDoD STIGsIAVMsACASSCCMMECMExchange

Eligibility

Nationality:US National
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