Service Desk Specialist

General Dynamics
United States
Workplace: HybridFull timeUSD 24.52 - 33.18 hourlyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Customer service","Analytical skills","Troubleshooting","Documentation","Organizational skills","Collaboration","Communication","Multi-tasking","Time management","Detail-oriented","Independent judgment","Self-motivated","Discretion"]

Provide customer-focused service desk support in an ITIL-oriented environment, using an ITSM ticketing system to resolve incidents and service requests with minimal escalation. Troubleshoot and support end users across computer systems, software, and hardware through in-person and remote channels, create and maintain accurate trouble tickets and documentation, and train users on proper tool usage. Support a 24x7x365 service desk via shifting coverage and provide status updates within SLAs.

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FursaFursa
General Dynamics
General Dynamics
1 day ago

Service Desk Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide customer-focused service desk support in an ITIL-oriented environment, using an ITSM ticketing system to resolve incidents and service requests with minimal escalation. Troubleshoot and support end users across computer systems, software, and hardware through in-person and remote channels, create and maintain accurate trouble tickets and documentation, and train users on proper tool usage. Support a 24x7x365 service desk via shifting coverage and provide status updates within SLAs.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide IT operations support using an ITSM ticketing system (e.g., ServiceNow) to resolve incidents and service requests within SLAs.
  • •Troubleshoot computer systems, software, and hardware issues and support end users via in-person support, phone, email, instant messaging, and voicemail.
  • •Install, configure, modify, and repair computer hardware and software, including providing advanced technical interpretation across networks, software, hardware, configurations, and architectures.
  • •Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication; monitor the help desk queue and escalate VIP requests as needed.
  • •Maintain accurate documentation and diagrams (knowledge base, SOPs, as-built diagrams, job aids) and support training for end users; participate in shift coverage and on-call support as required.
Travel: Low travel

Pay and Benefits

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

Key Requirements

  • •2+ years of related experience supporting help desk/service desk operations.
  • •Active SECRET security clearance at time of hire and ability to maintain it.
  • •High School Diploma (Associate or bachelor’s preferred).
  • •Experience supporting Microsoft Office applications and working in an Exchange Server environment (Outlook).
  • •Experience with ITSM ticketing systems (ServiceNow or Remedy) and troubleshooting computer systems, software, and hardware.
Experience:2+ yearsIT supportHelp deskITILGovernment
Education:High School
Skills:Customer serviceAnalytical skillsTroubleshootingDocumentationOrganizational skillsCollaborationCommunicationMulti-taskingTime managementDetail-orientedIndependent judgmentSelf-motivatedDiscretion
Certifications:CompTIA Security+ CE
Tech Stack:Microsoft WindowsMicrosoft OfficeMicrosoft Internet ExplorerMicrosoft SharePointJavaAdobe AcrobatOutlookExchange ServerRemote access toolsNetworked printersActive DirectoryITSMServiceNowRemedyDoD STIGsIAVMsACASSCCM/MECMITIL

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