Tier II IT Desktop Support Technician in Scott Air Force Base, IL at General Dynamics Information Technology

Date Posted: 8/14/2019

Job Snapshot

Job Description

Tier II IT Desktop Support Technician for Defense Information Systems Agency (DISA) Global Service Center (GSC) 

We are seeking candidates committed to high quality performance by providing courteous and accurate technical information and support in a timely, efficient and professional manner, while maintaining a high level of system availability for the customer. Tier II will provide onsite quality customer service experience, by resolving escalated tickets and assisting users with moderately difficult computer hardware and software, network, dial-in or phone problems. As well as assisting them in more efficiently and effectively utilizing IT resources.

Duties and Responsibilities include:

  • Provide troubleshooting, resolution and assistance to Windows 10 support & technical related problems
  • Knowledge of all Microsoft Office 2010 / 2013 applications
  • Perform hardware and software installations
  • Perform hardware removal
  • Work with Global Service Center to resolve/solution and track open service tickets
  • Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals.
  • Documents, maintains, upgrades or replaces hardware and software systems.
  • Provide resolution and assistance for printer related issues
  • Network access troubleshooting and repair
  • Hardware and software support for Windows PCs
  • Diagnosis and removal of malware (viruses, spyware, etc.)
  • Enter, retrieve, forward, edit, and close service tickets using BMC ITSM Remedy v9.1
  • Provide resolution and assistance to standard supported applications: MS Office, Internet Explorer, Antivirus and other supported proprietary applications and systems
  • Provide resolution and assistance to legacy applications.
  • Working knowledge/experience of PC imaging and remote control support tools
  • Working knowledge of Active Directory
  • Large team experience with proven ability to follow direction and contribute ideas to achieve team goals and improve processes
  • Ability to follow & enforce established processes and security guidelines and effectively communicate them to users
  • Ensure exceptional customer service & support with prompt problem resolution, ticket management and follow-up with users
  • Candidate must be reliable, on-time and able to complete tasks by target dates
  • Maintain a professional work ethic & demeanor
  • Excellent organization & time management skills
  • Candidate must be self-motivated, driven to learn with a focus on continuous improvement
  • Ability to lift boxes containing computer equipment.


  • Dame Ware v12
  • BMC ITSM Remedy
  • CIC
  • SCCM

- SW Catalog

- Application Catalog

- Task Sequencing (Reimaging)

  • MacAfee HBSS Framework and component parts



- Antivirus

  • SharePoint

- TTP/SOP Portal

- General info on DISA Policy and Procedures

  • ActivClient
  • 90 Meter

- PIV Activation

- milConnect Update

- PKI Key Recovery

  • Cisco AnyConnect
  • CMIS
  • DCS Swift Chat
  • TransVerse Chat
  • CMD line tools




  • HDI Desktop Support Technician (HDI DST)
  • DoD 8140 IAT Level II certification (Security+, CYSA+, CCNA Security)
  • Some college or equivalent experience; technical coursework
  • Prior experience providing technical support in a business environment.
  • Excellent oral and written communications skills with customers and peers; tactful and effective customer communications
  • Strong team player
  • Experience working in a knowledge management database for problem resolution and updating articles as new information evolves
  • Ability and willingness to evaluate and learn new technologies and apply them effectively
  • Strong knowledge of Windows 7, 8 or 10
  • Experience supporting Desktop, Laptops, Printers and peripheral hardware/mobile devices
  • Customer friendly
  • Must have active Secret Clearance - SSBI eligible

Desired Skills and Experience:

  • Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect and root cause relationships for complex IT problems.
  • Excellent multi-tasking and organizational skills
  • Prior Exposure to SIPRNET and NIPRNET a plus
  • Familiarity with ITIL processes
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.','industry