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","Troubleshooting","Documentation","Communication","Time management"]

Provide timely, professional IT support in an ITIL-oriented, fast-paced service desk environment. Resolve incidents and service requests using an ITSM ticketing system (e.g., ServiceNow/Remedy), troubleshoot computer hardware/software, and support users via in-person, phone, email, and messaging. Maintain high-quality ticket documentation, meet SLAs, monitor queues, train end users, and help operate a 24x7x365 service desk with required on-call/shift coverage.

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FursaFursa
General Dynamics
General Dynamics
1 day ago

Service Desk Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Provide timely, professional IT support in an ITIL-oriented, fast-paced service desk environment. Resolve incidents and service requests using an ITSM ticketing system (e.g., ServiceNow/Remedy), troubleshoot computer hardware/software, and support users via in-person, phone, email, and messaging. Maintain high-quality ticket documentation, meet SLAs, monitor queues, train end users, and help operate a 24x7x365 service desk with required on-call/shift coverage.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide IT operations support as a technical generalist using an ITSM ticketing system to resolve incidents and service requests without frequent escalation.
  • •Troubleshoot computer systems and resolve issues across software and hardware via in-person, phone, email, instant messaging, and voicemail.
  • •Install, configure, modify, and repair computer hardware and software.
  • •Monitor the help desk queue, create/assign tickets, keep tickets current within SLAs, and escalate VIP requests when needed.
  • •Maintain accurate documentation (tickets, knowledge base materials, as-built diagrams, SOPs/job aids) and train end users on hardware/software usage.
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 intermediate-level IT/user support.
  • •Active SECRET security clearance at time of hire and ability to maintain it.
  • •US citizenship required.
  • •Experience supporting Microsoft Office applications and an Exchange/Outlook environment.
  • •Experience with ITSM ticketing systems (ServiceNow or Remedy) and Active Directory; required Security+ CE certification (active at start).
Experience:2+ years
Education:High School
Skills:Customer serviceTroubleshootingDocumentationCommunicationTime management
Certifications:CompTIA Security+ CE
Tech Stack:ServiceNowRemedyMicrosoft WindowsMicrosoft OfficeMicrosoft Internet ExplorerMicrosoft SharePointJavaAdobe AcrobatMicrosoft OutlookExchange ServerActive DirectoryITSMRemote access toolsNetworked printersDoD STIGsIAVMsACASSCCMMECMITIL

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