Service Desk Specialist
General Dynamics Information Technology · Arlington, VA · 4 wk ago
$24.52–$33.18/hrFull-time
We need to output HTML fragment with sections: About the role (Overview), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, no invented or summarizing away detail. Remove boilerplate: cookie/navigation/legal/EEO etc. Also remove duplicated lines.
We need to parse the job description.
Key sections:
Overview: The paragraph starting "At GDIT, people are our differentiators..." up to maybe before "How a Service Desk Specialist Will Make An Impact". That's overview.
Responsibilities: The bullet list under "How a Service Desk Specialist Will Make An Impact" and also "Ticketing System Responsibilities". Those are duties.
Requirements: Could include Clearance Requirements, US Citizenship Required, Education, Experience, Certifications, etc.
Qualifications: Might be overlapping with Requirements. The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide what content goes where. Usually Overview -> About the role. Responsibilities -> duties. Requirements -> mandatory items (clearance, citizenship, education, experience). Qualifications -> preferred or additional qualifications (like associate/bachelor preferred, certifications). Skills -> technical skills list. Benefits -> benefits description. Pay -> hourly rate range. Schedule -> shift, weekly hours, telework, travel.
We must not create sections with filler like "commensurate with experience". Pay section: we have hourly rate range $24.52 - $33.18. That's specific, so include Pay.
Schedule: we have Shift: Primarily Monday–Friday; must be able to support any combination of hours (1st, 2nd, 3rd shift, weekends, and holidays) as requested. Scheduled Weekly Hours 40. Telecommuting Options Hybrid. Travel Required Less than 10%. So include Schedule.
Benefits: we have description under "GDIT Is Your Place" and "Total Rewards At GDIT". That's substantive.
Skills: technical skills list: "Required Technical Skills" includes many items. Also "Required Skills And Abilities" includes soft skills. We'll put technical skills under Skills heading. Maybe also include soft skills under Skills? Could separate but we only have Skills heading. We'll include both technical and soft skills.
Qualifications: maybe include education, experience, certifications, clearance, citizenship. But we already have Requirements heading for mandatory items. Qualifications could be preferred items: Associate or bachelor’s preferred, etc. However we might combine. Let's follow typical: Requirements = mandatory (clearance, citizenship, education HS diploma, 2+ years experience, certifications). Qualifications = preferred (associate/bachelor preferred, etc). Skills = technical and soft skills.
We must not repeat content. Ensure we preserve all substantive info.
Let's extract details.
Overview paragraph:
"At GDIT, people are our differentiators. We are seeking a customer service–focused Service Desk Specialist to provide timely and professional support to users. In this role, you will support a fast-paced, ITIL-oriented environment and help ensure our customers can accomplish their mission every day. You will collaborate closely with a team of IT professionals while also working independently to resolve technical issues. You will regularly interact with end users and senior staff, requiring articulate, clear communication and the ability to explain technical concepts in user-friendly terms. A strong customer service mindset—demonstrating expertise, courtesy, timeliness, and professionalism—is essential."
That's overview.
Responsibilities: list from "How a Service Desk Specialist Will Make An Impact" and "Ticketing System Responsibilities". Let's capture each bullet.
How a Service Desk Specialist Will Make An Impact bullet points:
- Provide IT operations support using an ITSM ticketing system (e.g., ServiceNow) as a technical generalist, resolving incidents and service requests without frequent escalation.
- Deliver technical support and troubleshooting for computer systems, software, and hardware issues via in-person support, phone, email, instant messaging, and voicemail.
- Install, configure, modify, and repair computer hardware and software.
- Independently provide advanced technical interpretation and solutions across networks, software, hardware, configurations, and architectures.
- Train end users on the proper and efficient use of hardware and software.
- Perform in-person and phone support for a large end-user community.
- Create, update, and resolve trouble tickets with clear, high-quality notes and customer communication within established SLAs.
- Provide regular status updates regarding incident troubleshooting and resolution.
- Efficiently manage a high-volume ticket queue, ensuring tickets are actively worked and updated.
- Participate in team meetings, training sessions, and recurring ticket reviews (e.g., weekly staff meetings, ticket tag-ups).
- Prepare and maintain accurate documentation to support a knowledge base of service desk processes, guidelines, and reference materials.
- Document and maintain as-built diagrams, SOPs, and job aids.
- Support focus teams or specialized projects to promote process improvements and rapid issue resolution.
- Maintain a high level of customer service when interacting with users and senior staff in person, by phone, and via email.
- Contribute to a team that supports and operates a 24x7x365 Service Desk (as required by shift and coverage).
- Analyze customer needs and recommend alternative solutions to improve efficiency and satisfaction.
- Build credibility and trust with customers and team members through consistent, reliable support.
- Identify opportunities to improve customer satisfaction and service delivery.
- Support after-hours on-call coverage as needed.
- Periodically lift and move desktop hardware such as laptops, computers, and monitors.
Ticketing System Responsibilities:
- Proactively monitor the help desk queue for new emails and create/assign tickets accordingly.
- Ensure all tickets are assigned, actively worked, and kept current; escalate tickets as needed.
- Document each ticket with the problem, solution, end user, start and completion times, and end user satisfaction.
- Provide resolutions with sufficient detail to enable another technician to address similar problems without extensive re-research.
- Notify the team lead of all VIP requests that require additional resources or may delay resolution.
We'll combine these under Responsibilities.
Requirements (mandatory):
- Clearance: Active SECRET security clearance at time of hire; Ability to maintain SECRET clearance throughout employment.
- US Citizenship Required Yes.
- Education: High School Diploma. (Associate or bachelor’s preferred but that's qualification)
- Experience: 2+ years of related experience.
- Certifications: Active/current CompTIA Security+ CE at start. Must obtain a relevant computing environment certification within 3 months of start if beginning with only Security+ CE (per contract requirements).
- Also maybe "Must Currently Possess Secret Clearance Level Must Be Able To Obtain Secret Public Trust/Other Required None" but that's same.
Qualifications (preferred/additional):
- Associate or bachelor’s preferred.
- Maybe "Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat." Actually those are technical skills, but could be qualifications. However we have Skills heading for technical skills. We'll put those under Skills.
- Also "Required Skills And Abilities" list: excellent customer service, analytical, troubleshooting skills; strong documentation, organizational, collaborative skills; ability to support fast-paced ITIL-transitional environment; excellent verbal and written communication skills; strong multi-tasking and time management skills; detail-oriented; ability to quickly assimilate new information; self-motivated to learn new tools; ability to identify and articulate key information; ability to exercise discretion and independent judgment; dependable and punctual; willingness to perform other duties as assigned.
We could put those under Skills as soft skills.
Skills heading: include technical skills list and soft skills list.
Technical skills list from "Required Technical Skills":
- Experience supporting intermediate-level Microsoft Office applications, Microsoft Internet Explorer, Microsoft SharePoint, Java, and Adobe Acrobat.
- Experience with:
- Outlook in an Exchange Server environment
- Remote access tools for user support
- Networked printers
- Active Directory
- ITSM ticketing systems (ServiceNow or Remedy)
- SharePoint
- DoD STIGs/IAVMs
- ACAS
- Working in an SCCM/MECM environment
Also maybe "Experience supporting intermediate-level Microsoft Office applications..." is part of that list.
We'll format as
- each.
Benefits: from "GDIT Is Your Place" and "Total Rewards At GDIT". Let's capture:
Growth: AI-powered career tools and learning opportunities to support your professional development.
Support: An internal mobility team dedicated to helping you achieve your career goals.
Rewards: Competitive pay, comprehensive benefits and wellness packages, 401(k) with company match, and paid time off.
Community: An award-winning culture of innovation and a mission-focused, military-friendly workplace.
Total Rewards At GDIT: benefits package includes variety of medical plan options, some with HSAs, dental plan options, vision plan, 401(k) plan offering ability to contribute both pre and post-tax dollars up to IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We'll include that as Benefits.
Pay: "The likely hourly rate for this position is between $24.52 - $33.18. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range."
We'll include that as Pay.
Schedule: details:
- Location: TARC, Arlington, VA. Onboarding/transition requires up to 45 days onsite. Telework may be considered based on performance and mission needs. Telework arrangements are subject to change at the direction of management or the government.
- Shift: Primarily Monday–Friday; must be able to support any combination of hours (1st, 2nd, 3rd shift, weekends, and holidays) as requested.
- Travel: Less than 10%; most team members do not regularly travel.
- Scheduled Weekly Hours 40.
- Telecommuting Options Hybrid Work Location: USA VA Arlington Additional Work Locations: (maybe not needed)
We'll include shift, weekly hours, telework, travel.
We must not include boilerplate like Equal Opportunity Employer etc.
Now produce HTML fragment with headings
for each section. We'll order: About the role (Overview), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Make sure each section only if content exists. Let's craft. We'll need to escape any HTML special characters? Not needed. We'll output:
About the role
...
Responsibilities
- ... ...