Req ID: RQ231511
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: Technical Support Services
Skills:
Desktop Computers,Information Technology (IT) Services,Information Technology (IT) Support,Remote Support
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
HELP DESK TECHNICIAN III
Location: Chicago, Illinois
Company: General Dynamics Information Technology (GDIT)
Program: U.S. Department of Education | PIVOT-I
Work Location: Onsite
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven, resourceful, and committed to delivering exceptional customer service.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Help Desk Technician III, you will support the U.S. Department of Education's Office of the Chief Information Officer (OCIO) by providing hands-on technical support to employees in the Chicago Regional Office and remote personnel supported by the region.
You will troubleshoot hardware and software issues, maintain IT equipment, support technology deployments, and ensure users have reliable access to essential IT services.
Provide Technical Support: Deliver onsite and remote desktop support for Windows 11 laptops, desktops, printers, mobile devices, and peripherals.
Troubleshoot Issues: Diagnose and resolve hardware, software, network connectivity, VPN, and application problems, escalating complex issues as needed.
Support Regional Operations: Perform workstation installations, equipment replacements, technology refreshes, office moves, and hardware upgrades.
Manage ServiceNow Tickets: Document, track, and resolve incidents and service requests while meeting established service-level agreements (SLAs).
Support Onboarding and Offboarding: Configure and deploy employee equipment, assist with account access, and recover IT assets from departing personnel.
Maintain IT Assets: Inventory, track, distribute, and recover IT equipment in accordance with Department procedures.
Collaborate: Work with Help Desk, Network Operations, Cybersecurity, and other technical teams to resolve issues and restore services.
Ensure Compliance: Follow Department cybersecurity policies, approved software installation procedures, and equipment handling requirements.
Deliver Customer Service: Provide professional, responsive technical assistance and maintain accurate troubleshooting documentation.
WHAT YOU'LL NEED TO SUCCEED
Bring your technical expertise, problem-solving abilities, and commitment to customer service to GDIT.
Education: Technical training, relevant industry certification(s), or a degree in Information Technology or a related field.
Experience: Minimum of 3 years of related IT support experience, preferably in an enterprise or federal government environment.
Technical Skills:
Experience supporting Windows 10/11 operating systems and enterprise desktop environments.
Proficiency troubleshooting laptops, desktops, printers, docking stations, and peripherals.
Knowledge of Microsoft 365, Outlook, Teams, OneDrive, and Active Directory.
Experience using ServiceNow or similar ITSM platforms.
Understanding of TCP/IP, DNS, DHCP, wireless networking, and VPN troubleshooting.
Familiarity with Microsoft Intune, SCCM/MECM, and enterprise software deployment.
Experience with IT asset management, equipment refreshes, and system configurations.
Strong troubleshooting, communication, documentation, and customer service skills.
Citizenship: U.S. citizenship required.
Security Requirements: Must meet Department of Education background investigation and suitability requirements.
Role Requirements:
Ability to work onsite at the Chicago Regional Office.
Independently manage assigned incidents, service requests, and daily technical support activities.
Work effectively with remote technical teams and regional personnel.
Follow established ITIL processes, cybersecurity policies, and operational procedures.
Ability to lift and move IT equipment up to 40 pounds.
Support occasional after-hours maintenance or critical incidents as required.
Preferred Qualifications:
CompTIA A+, Network+, Security+, or ITIL Foundation certification.
Microsoft technical certifications.
Experience supporting federal government agencies.
Familiarity with Dell enterprise hardware, endpoint security, and remote support technologies.
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
Growth: AI-powered career tools that identify career steps and learning opportunities.
Support: An internal mobility team focused on helping you achieve your career goals.
Rewards: Comprehensive benefits, wellness packages, 401(k) with company match, competitive pay, and paid time off.
Community: Award-winning culture of innovation and a military-friendly workplace.
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and grow alongside colleagues who share your commitment to technical excellence, exceptional customer service, and supporting the Department of Education's mission.
The likely hourly rate for this position is between $32.30 - $43.70. 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.
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 Identity 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.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
