General Dynamics Information Technology · 21 hours ago
Help Desk Manager
Fort Liberty, NC
Full-time
Onsite
Senior Level, Lead/Staff
$73K/yr - $99K/yr
10+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology and mission services to major U.S. government agencies. The Help Desk Manager will oversee help desk operations, manage staff performance, and ensure efficient service delivery to support the mission of the US Army Intelligence and Security Command.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage all activities related to the staffing, operation, and performance of an enterprise help desk
Develop schedules, prioritize tasks, and ensure continuity of service delivery
Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services
Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements
Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively
Evaluate help desk systems and recommend efficiencies or enhancements as needed
Resolve escalated inquiries and more complex technical issues
Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests
Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations
Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed
Provide support for implementation, troubleshooting, and maintenance of IT systems
Manage IT system infrastructure and related processes, ensuring consistent operational reliability
Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices
Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation
Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues
Document incidents and their solutions in an incident database
Qualification
Required
Top Secret/SCI clearance level must currently possess
Top Secret SCI + Polygraph clearance level must be able to obtain
10+ years of related experience
US Citizenship Required
Education: Associate's degree
Experience: 7+ years of related experience
Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration
Experience with Active Directory functions (e.g., unlocking accounts, creating accounts)
Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration
Knowledge of DoD-specific systems and processes, with at least 1 year of DoD experience preferred
Working knowledge of network operations (NOSC) and related support processes
Security clearance level: TS/SCI
Required Certification(s): DoD 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
IAT II 8570/8140 Baseline Certification Security+ or equivalent
Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date)
On customer site daily support
Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
Travel may be required to support the mission
Benefits
Comprehensive benefits and wellness packages
401K with company match
Variety of medical plan options
Some with Health Savings Accounts
Dental plan options
Vision plan
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
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