Help Desk Technician III

About the role

• Type of Requisition: Regular
• Clearance Level Must Currently Possess: Top Secret/SCI
• Clearance Level Must Be Able to Obtain: Top Secret/SCI
• Public Trust/Other Required: None
• Job Family: Technical Support Services

Job Qualifications

Skills

Desktop Management, End User Support, Help Desk Operations, Information Technology (IT) Support

• Certifications: CompTIA - Security+ - CompTIA - CompTIA
• Experience: 3 + years of related experience
• US Citizenship Required: Yes

About the role

GDIT is looking for Help Desk Technician III who holds an active TS/SCI clearance. Must be onsite Lackland Air Force Base in San Antonio, Texas.

Tasks in direct support of the government include, but are not limited providing or assisting the team provide the following services:

Help Desk - Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.

Problem Resolution - Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).

• Core HW and SW - Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization. Review, maintain, and correct any configurations that do not comply with Air
• Force and organizational policies. Serve as a single source for Standard Desktop Configuration (SDC) images. Control usage and install SDC on all appropriate workstations.
• Build equipment in accordance with latest SDC images and provide equipment install at user desktop.
• Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.
• Handheld Wireless Devices - Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.
• Specialized Network Support - Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.
• Remote Desktop Management - Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.
• Moves, Add's and Changes (MAC) requests - Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

Email and Chat Services - Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.

• Help Desk Intranet site - Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.
• Help Desk Performance - Measure and provide weekly help desk performance reports to Task Lead, Service Desk Lead, or COR. Provide recommendations to make the help desk more efficient.
• Network Health - Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.
• Technical Assistance - Provide technical assistance to support organizational program initiatives. Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.
• Customer Training - Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.
• Compliance - Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.
• Utilize existing problem prevention and workload reduction techniques. Recommend enhancements to existing techniques and new techniques to Government staff.
• Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.

Stig

Compliance- Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

Requires

Technical Training, Certification(s) or Degree, 3+ years of directly related experience supporting help desk operations.

CompTIA Security+ certification with valid CE status.

Gdit Is Your Place

• 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
• Rest and recharge with paid vacation and holidays

#AFOpportunities

The likely hourly rate for this position is between $23.30 - $29.90. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• T elecommuting Options: Onsite
• Work Location: USA TX San Antonio

Total Rewards at Gdit

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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.

To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.