Desktop Support Technician | Onsite DC | Eligible for Public Trust

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking an Onsite Desktop Support Technician to deliver hands-on IT support in a fast-paced enterprise environment in Washington, DC.

You will troubleshoot hardware, software, and connectivity while maintaining high levels of customer service and clear communication with users. The role requires 3+ years of desktop support experience, familiarity with Windows 11, Microsoft 365, and enterprise apps, plus ability to work onsite.

Qualifications

• 3+ years of desktop, endpoint, or end-user technical support.
• Experience supporting Windows 10/11, Microsoft 365, laptops, desktops, peripherals, and enterprise applications.
• Experience troubleshooting hardware, software, network connectivity, VPN, authentication, and peripheral issues.
• Experience using ServiceNow or another enterprise IT service management platform.
• Strong customer service and end-user support skills.
• Strong written and verbal communication skills.
• Ability to work onsite in Washington, DC.

Responsibilities

• Configure, install, maintain, and support desktops, laptops, monitors, printers, docking stations, mobile devices, and other end-user peripherals.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, authentication, VPN, and peripheral-related issues.
• Provide onsite support for Windows 11, Microsoft 365, Teams, OneDrive, enterprise applications, and approved customer software.
• Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates through resolution.
• Reimage, configure, and deploy laptops and desktops, including replacement and refresh equipment.
• Support workstation moves, office relocations, equipment installations, and other onsite technology requirements.
• Configure endpoint devices for secure operation, including required software, security updates, patches, and enterprise configurations.
• Provide remote technical assistance using approved remote-support tools when appropriate.
• Document all incidents, service requests, troubleshooting activities, and resolutions in ServiceNow.
• Ensure ticket records accurately capture the issue, actions performed, resolution, user information, and completion details.
• Manage assigned incidents and service requests in accordance with established service levels and escalation procedures.
• Provide advanced troubleshooting and support for issues escalated from the Service Desk.
• Track the deployment, relocation, recovery, and disposition of IT assets using approved asset management systems and processes.
• Retrieve equipment from departing users for inventory processing, reimaging, reassignment, or disposition.
• Support endpoint inventory, software distribution, patching, security maintenance, and other desktop operations activities.
• Provide onsite technical support for executives, VIPs, and other high-priority users as required.
• Develop and maintain end-user documentation, job aids, knowledge articles, and technical support procedures.
• Follow established security, ITSM, asset management, and customer support policies and procedures.
• Participate in technology refreshes, office moves, deployments, special projects, and other operational initiatives.
• Support continuous improvement by identifying recurring issues, documenting solutions, and sharing knowledge with other support personnel.
• Maintain a professional appearance and demeanor while providing courteous, timely, and effective customer service.

Skills

Computer Hardware

Customer Service

End User Support

Microsoft Office

Troubleshooting

Education

Associate degree in Information Technology

Tools

ServiceNow

Job description

Job Summary

Type of Requisition: Regular Clearance Level Must Currently Possess: Other Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: Technical Support Services Job Qualifications: Skills: Computer Hardware, Customer Service, End User Support, Microsoft Office, Troubleshooting Certifications: None Experience: 3 + years of related experience US Citizenship Required: Yes Job Description: ONSITE DESKTOP SUPPORT TECHNICIAN - WASHINGTON, DC JOB SUMMARY The Onsite Desktop Support Technician provides hands-on technical support to end users in a fast-paced enterprise environment. This role is responsible for troubleshooting and resolving desktop, laptop, peripheral, software, connectivity, and endpoint-related issues while delivering a high level of customer service. The technician will work directly with users and must be able to explain technical issues and solutions clearly to both technical and non-technical audiences. Success in this role requires strong troubleshooting skills, professionalism, responsiveness, and a customer-focused approach.

Job Responsibilities

• Configure, install, maintain, and support desktops, laptops, monitors, printers, docking stations, mobile devices, and other end-user peripherals.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, authentication, VPN, and peripheral-related issues.
• Provide onsite support for Windows 11, Microsoft 365, Teams, OneDrive, enterprise applications, and approved customer software.
• Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates through resolution.
• Reimage, configure, and deploy laptops and desktops, including replacement and refresh equipment.
• Support workstation moves, office relocations, equipment installations, and other onsite technology requirements.
• Configure endpoint devices for secure operation, including required software, security updates, patches, and enterprise configurations.
• Provide remote technical assistance using approved remote-support tools when appropriate.
• Document all incidents, service requests, troubleshooting activities, and resolutions in ServiceNow.
• Ensure ticket records accurately capture the issue, actions performed, resolution, user information, and completion details.
• Manage assigned incidents and service requests in accordance with established service levels and escalation procedures.
• Provide advanced troubleshooting and support for issues escalated from the Service Desk.
• Track the deployment, relocation, recovery, and disposition of IT assets using approved asset management systems and processes.
• Retrieve equipment from departing users for inventory processing, reimaging, reassignment, or disposition.
• Support endpoint inventory, software distribution, patching, security maintenance, and other desktop operations activities.
• Provide onsite technical support for executives, VIPs, and other high-priority users as required.
• Develop and maintain end-user documentation, job aids, knowledge articles, and technical support procedures.
• Follow established security, ITSM, asset management, and customer support policies and procedures.
• Participate in technology refreshes, office moves, deployments, special projects, and other operational initiatives.
• Support continuous improvement by identifying recurring issues, documenting solutions, and sharing knowledge with other support personnel.
• Maintain a professional appearance and demeanor while providing courteous, timely, and effective customer service.

Qualifications

Education: Associate degree in Information Technology or a related discipline with 1+ year of relevant experience, or 3+ years of relevant IT support experience in lieu of a degree.

Required Experience and Skills:

• 3+ years of desktop, endpoint, or end-user technical support experience.
• Experience supporting Windows 10/11, Microsoft 365, laptops, desktops, peripherals, and enterprise applications.
• Experience troubleshooting hardware, software, network connectivity, VPN, authentication, and peripheral issues.
• Experience using ServiceNow or another enterprise IT service management platform.
• Strong customer service and end-user support skills.
• Strong written and verbal communication skills.
• Ability to effectively explain technical issues to non-technical users.
• Ability to work independently, prioritize multiple assignments, and perform effectively in a high-volume support environment.
• Ability to work onsite in Washington, DC.

Required Certification

• ITIL Foundation certification or ability to obtain certification within six months of hire.

Desired Certifications

• Apple Certified Support Professional
• Microsoft Windows certification
• CompTIA A+
• CompTIA Security+
• CompTIA Network+

Compensation and Working Hours

The likely hourly rate for this position is between $28.90 - $39.10. 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: Less than 10% Telecommuting Options: Onsite Work Location: USA DC Washington Additional Work Locations:

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.

Identity Verification Process

Our Identify 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.

About GDIT

About our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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