General Dynamics Information Technology
Coalition Support Service Desk Technician
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Coalition Support Service Desk Technician
Job Description: IT Infrastructure and Operations Specialist
About the Role
Join GDIT’s fastest-growing program supporting the US Battlefield Information Collection and Exploitation System eXtended (US BICES-X), a critical initiative for DoD intelligence on global threats. As part of an internationally dispersed team, you’ll work directly with military and coalition partners to deliver a supportive, scalable, and secure enterprise network while optimizing performance, stability, and operational effectiveness.
This role requires serving as a Tier I/II IT Support Specialist, blending technical troubleshooting with hands-on customer service. You’ll provide mission-critical support to US military/civilian personnel, NATO military, partner nations, and international staff. Your contributions will reinforce system reliability, reduce complexity, and enhance overall IT operations.
Key Responsibilities
Customer Support & Incident Resolution
- Deliver polite, professional, and responsive first-level IT assistance to diverse stakeholders.
- Resolve hardware, software, and application issues (e.g., laptops, printers, Windows apps) at Tier I.
- Efficiently escalate unresolved incidents to Tier II/III with thorough documentation.
- Handle remote, phone, and email support requests for hardware, peripherals, and common applications.
Prioritization & Technical Infrastructure
- Perform Active Directory functions (e.g., unlocking accounts, enabling access).
- Maintain account management (requests, permissions, e-mail quotas, file/print collaboration).
- Troubleshoot end-user software issues, configure systems, and execute remote upgrades.
- Analyze and diagnose technical failures using advanced diagnostic techniques for critical fixes.
- Provide follow-up support to ensure permanent resolution of issues and customer satisfaction.
Training & Knowledge Sharing
- Document incident resolutions in the ServiceNow ticketing system and contribute to standard operating procedures (SOPs).
- Guide less-experienced technicians with technical best practices and workflows.
- Develop FAQs and troubleshooting guides to empower self-service capability.
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Collaboration & Integration
- Partner across teams to analyze functional requirements and align IT solutions with user needs.
- Maintain proficiency in emerging technologies[^1] and protocols per assignment.
Required Qualifications
Experience & Education
- 5+ years in IT support, system administration, or technical troubleshooting.
- Bachelor’s degree may offset experience requirements.
Technical Proficiencies
- Current Secret-level clearance, with ability to maintain clearance.
- DoD 8570 IAT Level II compliance upon assignment, including:
- Active Security+ Certification (CE).
- Up-to-date computing environment training certificate.
- Deep expertise in:
- Desktop operating environments (Windows, web applications).
- Troubleshooting frameworks (root cause analysis, solution implementation).
- Remote support and diagnostics (end-to-end process ownership).
Behavioral & Logistical Requirements
- US Citizenship required.
- Proven ability to work cross-functionally with global teams and diverseauancheried linguistics.
- Exceptional customer-facing communication skills and resilience in supporting high-stress, ambiguous missions.
- Willingness to assume shift-based schedule (including non-traditional hours, weekends, and holidays).
- Additional assignments may entail network, security, and logistics duties.
Preferred Qualifications
✔ Multinational customer support experience. ✔ Deployed-environment exposure to defense/coalition operations. ✔ ITIL Foundation v4 certification or relevant aligned credentials. ✔ Ability to utilize GDT-approved security software for compliance and threat mitigation.
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Job Location & On-site Requirements
- Primary work location: International (specific assignment may vary).
- No travel requirement (though occasional on-site visits possible).
- Occasional handling of light equipment/boxes with standard safety precautions.
Compensation & Total Rewards
Hourly Range
- Base: $29.52–$31.51/hour (international positions variable, offering allowances/relocation support).
Employee Benefits (U.S.-based)
- Health & Wellness
- Medical plans with Health Savings Accounts, dental, and vision coverage.
- Retirement & Savings
- 401(k) match (employer contribution up to IRS limits).
- Work-Life Balance
- Paid time off (including parental leave), military leave, and holiday benefits.
- Flexible scheduling options.
- Life & Disability Protections
- Short/long-term disability, critical illness, accidental death & dismemberment, and business travel insurance.
About GDIT
As a global technology services leader, GDIT delivers cutting-edge solutions across AI/ML, Cloud Security, Cybersecurity, and application modernization. For veterans, women in STEM, and protected classes, GDIT fosters inclusive opportunities to shape a safer future through deep expertise in defense mission alignment.
Join our talent community at gdit.com/tc for updates on roles, events, and career growth in this mission-driven field.
Additional Notes
- Identity Verification Process? As part of your application, we will verify identity via biometric-authenticated AI to prevent fraud. All interviews will require camera access.
- Clearance Verification? GDIT adheres to strict DoD/compliance guidelines. Authorization does not guarantee employment.
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