Service Desk Technician

General Dynamics
United States
Workplace: OnsiteFull timeUSD 51,000 - 69,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: certificationSkills: ["Communication","Customer satisfaction","Troubleshooting","Problem-solving","Multitasking"]

Serve as the first-line responder for service requests, incidents, and user-reported issues, providing timely and professional Tier-I and Tier-II support. Diagnose and troubleshoot problems across hardware, software, applications, and services using approved ITSM ticketing systems. Communicate with users to gather details and deliver status updates, identify recurring trends, and support sustainment documentation, SOPs, and remote-access troubleshooting for distributed users.

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FursaFursa
General Dynamics
General Dynamics
4 days ago

Service Desk Technician

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

Job Summary

Serve as the first-line responder for service requests, incidents, and user-reported issues, providing timely and professional Tier-I and Tier-II support. Diagnose and troubleshoot problems across hardware, software, applications, and services using approved ITSM ticketing systems. Communicate with users to gather details and deliver status updates, identify recurring trends, and support sustainment documentation, SOPs, and remote-access troubleshooting for distributed users.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive, triage, and process service requests, incidents, and user issues as the primary technical focal point.
  • •Provide Tier-I and Tier-II support to diagnose and resolve user-reported problems across hardware, software, applications, and services.
  • •Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve issues.
  • •Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates.
  • •Support sustainment documentation and provide remote support using mirroring or remote-access tools for distributed users.

Pay and Benefits

Salary: USD 51,000 - 69,000 annually
Perks:Health InsuranceDentalVision Plan401kPaid LeaveParental Leave

Key Requirements

  • •3+ years of experience supporting IT systems or service desk operations.
  • •US citizenship required.
  • •Strong customer-service skills and the ability to support users with varied technical proficiency.
  • •Use incident management processes and experience with ITSM platforms or ticketing systems to log, track, route, and resolve issues.
  • •Possess the required certifications: DoD 8570.01-M IAT Level II (Sec+ CE or equivalent) and ITIL v3 Foundation (desired).
Experience:3+ years
Education:Certification / Diploma
Skills:CommunicationCustomer satisfactionTroubleshootingProblem-solvingMultitasking
Certifications:DoD 8570.01-M IAT Level IISec+ CEITIL v3 Foundation
Tech Stack:ITInformation Technology (IT)Technical SupportITSMIncident managementTicketing systemsRemote-access toolsMirroringDev/OpsHardwareSoftwareNetworksAuthentication

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:SecretSCI

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