Help Desk Queue Manager/Technician in Adelphi, MD at General Dynamics Information Technology

Date Posted: 8/12/2019

Job Snapshot

Job Description

Support the Army Research Lab Enterprise Service Desk completing the following tasks:

1.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

2.Monitoring queues to ensure SLAs are maintained.

3.Assigning the tickets which are out of scope to Service Desk/Other Teams

4.Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

5.Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

6.Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

7.Preparing daily reports on Incidents/Change/Problem tickets and SLA status

8.Preparing summary report on all Major incidents occurring on shift

9.Coordinating resources with teams across disciplines to ensure SLA targets are met

10. Coordinating resolution for high priority tickets

11.  Faciliate and coordinate endpoint sustainment projects

12.  Act as needed as a Enterprise Service Desk Technician.  Duties to include but are not limited to:

•         Providing excellent customer service; handling incoming work orders, emails, and phone calls for a customer base of over 3500.

•         Installing and troubleshooting a variety of software packages in a Windows environment utilizing remote access software and desk-side visits.

•         Configuring and troubleshooting various printers, scanners, lab equipment, and other peripherals.

•         Assisting users with account setup, email configuration, CAC setup, data backups, and general usage of desktop and laptop PCs.

•         Computer lifecycle replacements utilizing Windows Imaging software.

•         Laptop VPN configuration and support using Cisco AnyConnect

•         Assist in the tracking of various projects and assignments.

•         Updating work orders in ticketing system (Currently CA Service Desk transitioning to ServiceNow), Excel spreadsheets, and various databases (data input).

•         Maintaining systems to meet or exceed client security requirements.





Candidate MUST be a US Citizen and possess or have the ability to obtain a security clearance level Secret.

Candidate MUST possess a CompTIA Security + CE certification.  Must possess current

Microsoft certification for Windows 10, or obtain within first six months of employment.


For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.