Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics
United States
Workplace: OnsiteFull timeUSD 34 - 46 hourlyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: associatesSkills: ["Professional communication","Empathy","Documentation","Team collaboration"]

Provide web queue helpdesk support and handle user IT service requests via email, ticketing systems, instant messaging, and phone while meeting SLA requirements. Log and manage tickets in ServiceNow, capture complete intake details, categorize and route inquiries, and escalate issues per policy. Communicate clearly with technical and non-technical users, maintain accurate documentation, and ensure compliance with IT and departmental security procedures for enterprise IT operations.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
General Dynamics
General Dynamics
5 days ago

Information Technology Support Specialist - TS/SCI w/Poly

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide web queue helpdesk support and handle user IT service requests via email, ticketing systems, instant messaging, and phone while meeting SLA requirements. Log and manage tickets in ServiceNow, capture complete intake details, categorize and route inquiries, and escalate issues per policy. Communicate clearly with technical and non-technical users, maintain accurate documentation, and ensure compliance with IT and departmental security procedures for enterprise IT operations.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide web queue helpdesk support aligned with SLA requirements
  • •Respond to IT service requests via email, ticketing system, instant messaging, and phone
  • •Log and track inquiries in ServiceNow, maintaining accurate history and documentation
  • •Categorize, prioritize, route, and escalate requests based on type, impact, and urgency
  • •Ensure compliance with IT and departmental policies; report potential security incidents or breaches
Travel: Low travel

Pay and Benefits

Salary: USD 34 - 46 hourly
Perks:401kHealth InsuranceDentalVisionPaid Leave

Key Requirements

  • •5+ years of related experience in IT help desk support
  • •Education: Associates of Arts/Associates of Science
  • •Maintain and troubleshoot computer hardware and software using remote access tools
  • •Hold TS/SCI with Polygraph clearance
  • •CompTIA Security+ certification required within 3 months of start date
Experience:5+ years
Education:Associate's
Skills:Professional communicationEmpathyDocumentationTeam collaboration
Certifications:CompTIA Security+
Tech Stack:ServiceNowHelp desk softwareRemote supportRemote access toolsEmailInstant messagingPhone

Eligibility

Nationality:US National
Security Clearance:Top Secret SCI + Polygraph

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