Associate Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 36,000 - 49,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking an Associate Help Desk Technician in Washington, DC to provide Tier 1 IT support to government clients.

You will be the first contact for our client, delivering professional, white-glove service and resolving issues quickly. The role requires a Top Secret clearance with SCI eligibility, a high school diploma or equivalent (or an IT-related associate degree), and basic knowledge of Windows/MacOS and MS Office.

Qualifications

• HS diploma or GED plus 1 year of related tech or customer support experience
• CompTIA Security+ required upon hire
• Active Top Secret with SCI Eligibility
• Basic knowledge of Windows/MacOS and MS Office
• Strong verbal and written communication, team work and adaptability

Responsibilities

• Provide Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems
• Deliver a white-glove customer service experience with professional demeanor
• Follow SOPs and documentation to resolve standard user requests (password resets, account lockouts)
• Demonstrate meticulous attention to detail and aim for first-contact resolution
• Document and track incidents and troubleshooting steps in the ticketing system
• Translate technical concepts into clear, non-technical user instructions
• Meet/exceed performance metrics like FCR, AHT, and CSAT
• Escalate complex issues to higher-tier teams with proper handoff and clear notes

Skills

Customer Service

IT Support

Problem Resolution

Education

High School Diploma/GED

Associate’s Degree or higher in IT

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Customer Service, Information Technology (IT) Support, Problem Resolution Certifications: None Experience: 4 + years of related experience US Citizenship Required: Yes

Job Description

Shift options listed at the bottom. GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. At GDIT, people are our differentiator. As an Associate Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on an Associate Help Desk Technician joining our team to bring professionalism, a white-glove customer service mindset, and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. Mon-Fri shift Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts) Afternoons: Option 2: 1600-0000 Sat-Wed Option 3: 1600-0000 Thu-Mon Overnights: Option 4: 0000-0800 Sat-Wed Option 5: 0000-0800 Thu-Mon *everyone must work 4 holidays a year The likely hourly rate for this position is between $26.44 - $35.78. 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. Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting Options: Onsite Work Location: USA DC Washington Additional Work Locations:

How an Associate Help Desk Technician Will Make an Impact

• Provide foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
• Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
• Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
• Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
• Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
• Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
• Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
• Efficiently escalated complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.

WHAT YOU’LL NEED TO SUCCEED:

• Required Experience: High School Diploma/GED and 1 year of related technical or customer support experience; OR An Associate’s Degree or higher in an IT-related discipline.
• Required Certifications: CompTIA Security+ required upon hire.
• Security Clearance Level: Active Top Secret with SCI Eligibility.
• Required Technical Skills: Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
• Required Skills and Abilities: Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.

Location: On Customer Site, Washington, District of Columbia

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the 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 our 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.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

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