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Help Desk Technician I
General Dynamics Information Technology. Provide technical assistance and support to computer users .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical assistance and support for computer users, with a strong focus on customer service and problem resolution. Proficient in troubleshooting PC and networking environments, utilizing ticketing systems, and maintaining public trust requirements.
Highest-signal resume keywords
Technical SupportCustomer Service OrientationServiceNow Ticketing SystemGoogle Suite or O365 ExperienceProblem-Solving Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
PC TroubleshootingNetworking DiagnosticsInstallation and RepairApplication SupportTicketing SystemsBasic ITIL KnowledgeWord ProcessingElectronic Mail SupportOperating Systems SupportTesting and Diagnostics
Soft Skills
Organizational SkillsWritten Communication SkillsVerbal Communication Skills
Tools & Technologies
GSA AssistGoogle SuiteO365ServiceNow
Certifications & Qualifications
High School Diploma or EquivalentNACI (T1) Public Trust Requirement
Industry Keywords
Customer Support SoftwareTicket PrioritySLAsTechnical AssistanceIT Support
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide technical assistance and support to computer users
- Provide IT support to resolve and document problems using appropriate ticketing systems
- Escalate problems to the appropriate organization or process when required
- Follow up with customers to ensure resolution of incidents or requests
- Assist users with computer hardware, software, applications, printing, installation, word processing, electronic mail, and operating systems
- Provide professional and responsive customer service
- Work an 11 AM EST shift start for an 8-hour shift
- Support GSA Assist for GDIT
Requirements
What you’ll need- High school diploma or equivalent
- 3 or more years of related experience
- Basic knowledge of PC/networking environments, including installation, testing, diagnostics, repair, and troubleshooting
- Ability to learn applications, components, and workflows and provide technical support
- Good understanding of customer support software, voice systems, ticketing systems, ticket priority, SLAs, and basic ITIL
- Experience with Google Suite or O365 products
- ServiceNow ticketing system experience preferred
- Ability to obtain and maintain a public trust
- Customer service orientation and exceptional organizational skills
- Written and verbal communication skills
- Problem-solving ability
- No US citizenship required
- NACI (T1) public trust requirement
Benefits
Comp & perks- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Paid vacation and holidays
- Medical, dental, and vision plan options
- Health Savings Accounts
- Flexible work weeks where possible
- Paid sick and personal time
- Paid parental, military, bereavement, and jury duty leave
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance