SCITLS Help Desk Technician III

Transform technology into opportunity as a Help Desk Technician III with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

USSTRATCOM is a Combatant Command responsible for strategic deterrence, nuclear operations, and enterprise IT services essential to national security. It oversees Nuclear Command, Control, and Communications (NC3), Joint Electromagnetic Spectrum Operations (JEMSO), Global Strike, and Missile Threat Assessments, working closely with other Combatant Commands, Services, and defense agencies. SCITLS will be a key component that will ensure mission success and the safety of the U.S. and its allies by providing 24/7 IT services and network support for NIPRNet, SIPRNet, JWICS, and SAP/SAR environments.

As a Help Desk Technician III you will be the first point of contact for IT problem resolutions and will assist customers by researching technical issues, exploring answers, and providing information and alternative solutions. This position will diagnose, resolve application issues, provide appropriate solutions and timely resolution of incidents, or escalation on behalf of the customer to ensure satisfaction. You will provide support through phone, email, chat, and ITSM.

• Assisting and supporting end-users with technical issues and questions via phone, email, ITSM, and walk-in requests.
• Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets according to existing SOPs.
• Thoroughly documenting requests and incidents according to business processes and standard operating procedures.
• Documenting detailed, specific work notes regarding the interaction with the customer.
• Providing case status updates to management and end-users according to service level guidelines.
• Maintaining a high level of courteous customer service at all times.
• Communicating with customers at all levels of technical and non-technical skill sets.

• High School diploma or equivalent.
• 5 or more years of related experience (education may be substituted for experience).
• Active SECRET government clearance.
• Intermediate proficiency using technical tools and strong understanding of hardware, software, networks, and common IT applications.
• Demonstrated experience with ITSM tools and ticketing systems (e.g., Service Now, Remedy) managing user support requests.
• Ability to obtain an ITIL 4 Foundation certification within 9 months of employment.
• Ability to obtain a CompTIA A+, CND, or Security+ certification within 90 days of employment.
• Ability and willingness to work and adhere to any full-time shift.
• US Citizenship.

• Currently obtained ITIL 4 Foundation certification.
• Currently obtained CompTIA A+, CND, or Security+ certification.

• 100% onsite.
• Hours of operations: 24 hours a day, 7 days a week.

• 401(k) 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 to learn from.
• Paid vacation and holidays.

The likely hourly rate for this position is between $26.44 - $35.78. Salary will be set based on experience, geographic location, and possibly contractual requirements and could fall outside of this range.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans