[Hiring] Help Desk Specialist @General Dynamics Information Technology

Role Description

Deliver exceptional customer support as an Information Technology – Help Desk Technician supporting the Department of the Navy’s Total Force Manpower and Human Resources (TFM&HR) portfolio. Your work ensures users can access critical HR systems, maintain compliance with access policies, and receive timely assistance through help desk channels.

As an Information Technology – Help Desk Technician, you will help ensure today is smooth and tomorrow is smarter by providing:

• Responsive ticket resolution
• Accurate account administration
• Consistent support aligned with operational requirements

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• Perform functional administration of user accounts and access controls for supported HR systems using the Help Desk tool (e.g., CANYON, ServiceNow)
• Create, update, deactivate, and maintain authorized system user accounts in compliance with system-specific access policies
• Provide front-line technical assistance to end users via telephone, email, and MS Teams chat
• Respond to user issues following standard operating procedures, escalating incidents outside SOP guidance
• Manage help desk tickets, ensuring timely response, accurate documentation, and SLA compliance
• Support onboarding by guiding users through account setup and access requirements
• Assist in process improvement efforts that streamline account management and reduce repeatable administrative challenges
• Document recurring issues and recommend automation opportunities that increase efficiency
• Maintain strong professional communication, ensuring a positive customer support experience
• Support continuity of operations by ensuring users retain appropriate access to mission-critical HR systems

Qualifications

• Two (2) years of experience with Help Desk support within Windows, Oracle, or related environments
• Two (2) years of experience utilizing a Help Desk ticketing system

Requirements

• Ability to follow structured SOPs and escalate issues appropriately
• Experience with user account provisioning and functional access administration
• Strong customer service orientation, including clear written and verbal communication
• Ability to manage multiple support channels (phone, email, Teams) and prioritize requests
• Familiarity with troubleshooting basic end-user and account-related issues
• Ability to support users in a remote or distributed environment

Benefits

• Full-flex work week to balance priorities at home and at work
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility and career development support
• Professional education and certification opportunities
• Exposure to DoD enterprise systems and modernization initiatives
• Paid vacation and holidays