Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret Clearance Level Must Be Able to Obtain: Top Secret SCI Polygraph Suitability: Agency Specific Public Trust/Other Required: Job Family: Help Desk Job Description: Help Desk Technician III position: Only applicants with an active Top Secret (TS) Clearance need apply General Dynamics Information Technology (GDIT), a leading provider of systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers. GDIT has a great team consisting of experienced and knowledgeable managers who lead and support our employee’s career development objectives with on-the-job and certification training opportunities. Our employees consider GDIT to be a solid partner in their career, with excellent benefits and an abundance of opportunities for advancement. We offer experience with the latest tools and intensive training. If you are looking for a new and exciting career to boost your technical skills and you enjoy helping others, GDIT is hiring Help Desk Associates for the Federal Bureau of Investigation’s (FBI) Enterprise Operations Center (EOC) in Fort Worth, TX. We offer the chance to support the world’s finest law enforcement organization and help the people that keep us safe. In this job you will support the agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber-attacks, and major criminal threats. We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment. Responsibilities include: Provide quality customer service and IT support to users all over the world in a dynamic and fast paced environment Provide over-the-phone and online troubleshooting support (calls and self-service) for users with varying degrees of computer skills Triage and troubleshoot all manner of IT issues, including account/authentication issues, hardware and software issues, network and VPN issues, and issues relating to mobile devices. Provide detailed documentation of steps taken to resolve user’s issues within the ticketing system; including initial diagnosis and all pertinent information Unlock accounts and reset passwords for users on multiple networks Install common software via endpoint management systems Resolve at least 70% of all interactions on first contact Provide remote desktop support using RDP and other methods Provide users with the status of their open ticket(s) and serve as intermediary between users and technical support groups in the IT Branch Qualifications: Excellent oral and written communications skills with customers and peers; demonstrated success in handling customers challenges Demonstrated success in a team environment Prior experience in any customer service or customer-facing role is strongly desired Demonstrated ability to learn new techniques and procedures and adapt to change Prior experience with IT ticketing systems such as BMC Remedy or HP Service Manager 1 years of experience supporting users in an IT Support role is desired Some college (Associate’s or Bachelor’s Degree)or equivalent experience; CompTIA, HDI, or ITIL Foundations certification Special Position Requirements United States citizenship Must have an active Top Secret clearance – this position will require the candidate pass a Counter-Intelligence polygraph after obtaining a position Ability to speak and communicate fluently in English language As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. GDITpriority Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Telecommuting Not Allowed Work Location: USA TX Fort Worth Additional Work Locations: We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.