Service Desk Technician

Service Desk Technician

GDIT/ARMA-Global is currently pursuing a qualified candidate to serve as a Service Desk Technician supporting the sustainment, troubleshooting, and customer-focused delivery of critical technologies for our customers.

Location: Mary Esther, FL

Job Type: Full time

Job Req: RQ225127

Type of Requisition: Regular

Clearance Level Must Currently Possess: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills: Communication, Customer Satisfaction, Information Technology (IT), Technical Support, Troubleshooting

Certifications: None

Experience: 3+ years of related experience

US Citizenship Required: Yes

Overview: GDIT/ARMA-Global is a full-service integrator delivering a wide range of Information Technology services to Government and Commercial clients. We bring extensive experience in overseeing the design, implementation, execution, and sustainment of domestic and international programs, emphasizing no-fail mission support. GDIT/ARMA-Global prides itself on providing creative solutions to client challenges through talent and expertise committed to customer success.

Responsibilities: As a Service Desk Technician, you will be the first-line responder for service requests, incidents, and user-reported issues. You will ensure timely and professional support, maintain system sustainment activities, and work closely with system administrators and engineers to enhance customer experience and service quality. In this role, you will:

• Receive, triage, and process all service requests, incidents, and issues as the primary technical focal point for users
• Provide Tier-I and Tier-II support to diagnose and resolve user-reported problems across hardware, software, applications, and services
• Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve user issues
• Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates
• Identify recurring support trends and provide feedback to senior administrators and engineers for service improvement opportunities
• Participate in call script development, call flow refinement, and incident trend analysis to improve efficiency
• Support the development, maintenance, and update of sustainment documentation, SOPs, checklists, and lifecycle artifacts
• Provide remote support using mirroring or remote-access tools for distributed and global users
• Assist with installation, configuration, and basic troubleshooting of client hardware, software, and peripherals
• Escalate issues appropriately based on severity, impact, and technical complexity
• Maintain professionalism, customer-service focus, and a willingness to support fast-paced operational requirements
• Work closely with cross-functional teams in a Dev/Ops environment to relay operational feedback, reduce call volume, and enhance user satisfaction
• Support routine system checks, daily operational verifications, and basic maintenance tasks as required

Role-Specific Knowledge Skills and Abilities:

• Strong customer-service skills and ability to engage positively with users of varied technical proficiency
• Familiarity with incident management processes and experience using ITSM platforms or ticketing suites
• Ability to multitask, prioritize, and adjust actions based on decision matrices or leadership guidance
• Basic understanding of IT fundamentals including hardware, software, networks, authentication, and system access
• Experience troubleshooting common workstation or platform issues (profiles, password resets, access problems, configuration issues)
• Ability to create and maintain sustainment documentation, system support artifacts, and SOPs
• Ability to communicate effectively with technical and non-technical audiences
• Ability to work independently or within a collaborative team environment
• Professional demeanor, patience, and a commitment to customer satisfaction
• Strong written and verbal communication skills
• Desire for continuous learning and professional growth
• Ability to support fast-paced operational environments and real-time support needs

Security Requirements:

• Must have a SECRET clearance with the ability to obtain an SCI (TS/SCI)

Physical Demands:

• Lift over 35 LBS

Work Environment:

• Work is primarily performed in an administrative office environment

Education, Certification and Experience Requirements:

• 3+ years of experience supporting IT systems or service desk operations
• Certifications:
• Current DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) Required
• ITIL v3 Foundation Desired