General Dynamics Information Technology · 3 weeks ago
Desktop Support Technician | Onsite DC | Eligible for Public Trust
USA DC Washington
Full-time
Onsite
Senior Level
$29.43/hr - $39.81/hr
5+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting and mission services to U.S. government agencies. The Desktop Support Technician provides white glove desktop and technical support to Executive level users, troubleshooting issues and ensuring timely and professional assistance while maintaining a high-level customer service focus.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals
Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Connects and configures IT devices to use computer networks
Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
Provides software support for user's applications, including basic to advanced software operations and general use of computers and peripherals
Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
Develops end-user documentation and instructions
Document all user requests and actions taken in ServiceNow ticketing system
Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
Ability to work well under pressure and to meet deadlines as needed
Re-images desktops and laptops, as needed, and deploys new equipment to end users
Participate in special projects as required
Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals
Follows set policies and procedures when assisting clients to ensure proper handling of requests
Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
Supports continuous improvement in the process and quality of the operations
Provide support for escalated issues from help desk analysts
Qualification
Required
3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following: Windows 10/11, Mac OS 22 or newer and Microsoft Office suite
Experience using ticketing system (preferably ServiceNow)
Strong customer service and end user equipment support skills
Strong written and oral communications
5 + years of related experience
US Citizenship Required
ITIL foundations certification or ability to obtain certification within 6 months
Associate degree with 3+ year of IT experience or 6+ years IT experience in lieu of degree
Preferred
Apple Certified Support Professional
Microsoft Certification for Windows 11
A+
CompTIA Security+
CompTIA Network+
Benefits
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
Company data provided by crunchbase