Service Desk Technician

General Dynamics
United States
Workplace: OnsiteFull timeUSD 57,824 - 69,000 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Customer service","Multitask","Prioritize","Professional communication","Independent and team collaboration"]

Provide first-line service desk support for users at an onsite location, triaging and resolving service requests, incidents, and user-reported issues. Deliver Tier-I and Tier-II troubleshooting across hardware, software, applications, and services, using ITSM ticketing systems to log, route, track, and resolve. Communicate status updates, support sustainment documentation, and perform remote support using mirroring tools when needed. Collaborate with system administrators and engineers to improve customer experience and service quality.

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FursaFursa
General Dynamics
General Dynamics
20 hours ago

Service Desk Technician

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide first-line service desk support for users at an onsite location, triaging and resolving service requests, incidents, and user-reported issues. Deliver Tier-I and Tier-II troubleshooting across hardware, software, applications, and services, using ITSM ticketing systems to log, route, track, and resolve. Communicate status updates, support sustainment documentation, and perform remote support using mirroring tools when needed. Collaborate with system administrators and engineers to improve customer experience and service quality.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Receive, triage, and process service requests, incidents, and 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/incident management ticketing systems to log, track, update, route, and resolve issues.
  • •Communicate professionally with customers to gather details, troubleshoot, and provide status updates.
  • •Identify recurring support trends and provide feedback to senior administrators and engineers for service improvements.

Pay and Benefits

Salary: USD 57,824 - 69,000 annually
Perks:401kHealth InsuranceDentalVisionPaid Leave

Key Requirements

  • •1+ years of experience supporting IT systems or service desk operations.
  • •Current DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) required.
  • •Ability to hold a SECRET clearance and be able to obtain a SECRET clearance and SCI (TS/SCI).
  • •Familiarity with incident management processes and experience using ITSM/ticketing platforms.
  • •Strong customer-service skills and ability to communicate effectively with technical and non-technical audiences.
Experience:1+ yearsIT supportService deskIT troubleshooting
Skills:Customer serviceMultitaskPrioritizeProfessional communicationIndependent and team collaboration
Certifications:DoD 8570.01-M IAT Level IISec+ CEITIL v3 Foundation
Tech Stack:GitLabIT troubleshootingITSMTicketing systemsRemote accessMirroring tools

Eligibility

Security Clearance:Interim SecretSecretSCI (TS/SCI)

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