What are the responsibilities and job description for the Desktop Technician I position at General Dynamics - Bath Iron Works?
The Desktop Technician I provides hands-on support across the lifecycle of end-user computing and mobile devices at Bath Iron Works, including laptops, desktops, tablets, smartphones, printers, and peripherals. Working from documented procedures and knowledge base articles, the role deploys, images, configures, and repairs devices; enrolls and supports mobile devices through the mobile device management (MDM) platform; and captures and restores user data.
The Desktop Technician I creates and maintains knowledge base articles as a core part of building technical proficiency and preserving team knowledge, and provides backup coverage on the scheduled on-call rotation. Operating under the BIW Business Operating System (BOS), the Desktop Technician I ensures compliance with safety, quality, and performance standards while coordinating with other key stakeholders to meet overall milestones.
Key Responsibilities
The Desktop Technician I creates and maintains knowledge base articles as a core part of building technical proficiency and preserving team knowledge, and provides backup coverage on the scheduled on-call rotation. Operating under the BIW Business Operating System (BOS), the Desktop Technician I ensures compliance with safety, quality, and performance standards while coordinating with other key stakeholders to meet overall milestones.
Key Responsibilities
- Safety Leadership
- Comply with all BIW safety and security standards while working in environments that range from administrative offices to active manufacturing and shipboard areas.
- Identify and report hazards and follow established procedures when handling, lifting, moving, and disposing of equipment.
- Project Execution
- Set-up, image, and configure laptops, desktops, mobile devices, and peripherals in accordance with BIW build standards and documented procedures.
- Enroll and support mobile devices through the MDM platform, including application deployment and basic carrier coordination.
- Participate in large hardware deployments, device refreshes, equipment moves, and operating system rollouts, executing assigned tasks to meet milestones.
- Perform routine break/fix support and scheduled preventative maintenance, including re-imaging, data capture and restoration, hardware replacement, and cable management; escalate complex issues to Desktop Technician II.
- Provide backup coverage on the scheduled on-call rotation as assigned.
- Travel between sites and work at various locations as needed.
- Other duties as assigned.
- Training and Development
- Build working knowledge of supported hardware, operating systems, and management tools, and pursue and obtain entry-level technical certifications.
- Learn from the guidance and mentorship of Desktop Technician II and Desktop Engineer team members, and progressively expand technical range.
- Team Collaboration and Communication
- Receive escalations from the Service Desk and resolve routine issues; escalate unresolved or complex issues to Desktop Technician II.
- Triage and prioritize issues by urgency according to established criteria.
- Document all work, device, and user data accurately in the IT service management platform.
- Communicate clearly and professionally with end users at all levels of the organization, from senior leadership to the manufacturing floor.
- Continuous Improvement
- Create and maintain knowledge base articles for resolved issues, procedures, and user-facing quick-reference guides; this documentation is a core part of the role and supports both team knowledge and the technician’s own technical growth.
- Identify recurring issues encountered during ticket resolution and surface them to Desktop Technician II or Desktop Engineer for broader remediation.
- High school diploma or equivalent.
- Coursework toward an associate’s degree in information technology, computer science, or a related field, or equivalent technical training.
- Entry-level industry certification such as CompTIA A or Microsoft Endpoint fundamentals.
- Must be able to satisfy BIW background-check and site-access requirements.
- 2 years of hands-on IT support experience, including customer-facing troubleshooting of laptops, desktops, or mobile devices.
- Working knowledge of Windows and mobile (iOS/iPadOS and Android) operating systems, and comfort following documented technical procedures.
- Strong written communication skills, with the ability to author clear knowledge base articles and ticket documentation.
- Prior exposure to enterprise endpoint management (e.g., MCM), MDM platforms, Active Directory, IT service management ticketing (e.g., ServiceNow), and work tracking (e.g., Jira); experience in a defense, manufacturing, or other regulated environment.