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Service Desk Lead

Service Desk Lead

Requisition ID 
# of Openings 
Job Location 
USA-VA-Virginia Beach
Job Function 
Information Technology
Security Clearance Level 
Top Secret/SCI
Full/Part Time 
Full Time

More information about this job

Job Description

Supervises and is responsible for Tier I, Tier II telephone support to end user community on hardware, software, network related questions, and use. Troubleshoots and handles issues, requests or problems with operating systems, applications and remote access for the end-user community. Defines and classifies level, priority and nature of problem, request and/or issue. Responsible for opening, tracking and closing trouble tickets that ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess a wide range of technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Manage the Incident and Change Management System.


  • Coordinates priorities with numerous functional areas to ensure timely completion
  • Acts as the primary interface for both internal and external costumers
  • Performs intense troubleshooting and problem resolution for multiple locations and networks
  • Manage user accounts in Microsoft Windows 2008R2/2012R2 Server environment
  • Support both classified and unclassified networks
  • Modifies group membership, user profiles, utilizes SCCM, Active Directory, and Exchange to troubleshoot
  • Create e-mail accounts, distribution lists and manage local and global groups


Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


DoD 8570 Certification Required


2-5 years of directly related experience in systems administration and analysis.

  • Requires strong communication and excellent customer service skills.
  • Is competent in the entire range of applications software, hardware, operating system software, networking and systems documentation support issues. MS Server 2008R2/2012R2, MS Windows 2007SP1/8.1 Operating Systems.
  • Can effectively provide direction and guidance to less experienced staff
  • Must be able to interpret user comments, identify problems and provide timely resolution, often on complex technical issues
  • Detail oriented and organized; able to understand information systems and ensure accuracy of work
  • Reviews the work of others and is able to detect errors or needed modifications
  • Is able to identify and resolve problems or help desk inadequacies
  • Has full technical knowledge of all phases of information systems operations

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.



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