Elite Tier 1 Help Desk Technician — VIP IT Support

General Dynamics Information Technology (GDIT); Washington (District of Columbia); On-site; USD 48,000 - 65,000; Full time

Job summary

General Dynamics Information Technology (GDIT) seeks a Mid-Level Help Desk Technician to provide world-class IT support to federal clients from Washington, DC. You will be the first point of contact, delivering professional technical assistance and exceptional customer service to resolve issues quickly and efficiently.

You will work in a fast-paced environment with opportunities for training and career advancement, serving VIP users and executives while maintaining white-glove standards.

Qualifications

• High School Diploma/GED with 4–5 years progressive technical support experience.
• Associate’s Degree in IT with 2–3 years of experience.
• Bachelor’s Degree in IT with 0–1 year of experience.
• Master’s Degree or higher in IT-related discipline.

Responsibilities

• Provide independent Tier 1 technical support to diagnose and resolve hardware, software, and network issues.
• De-escalate tense situations with VIP users and executives using white-glove communication.
• Author internal knowledge base articles to improve user experience.
• Manage user environments using Active Directory and administer Office 365.
• Set up shared drives, map network drives, install/update software, resolve profile/registry issues.
• Isolate and resolve complex workstation issues to minimize downtime.
• Review tickets to ensure clear, professional communications per standards.
• Analyze CSAT data to improve service protocols.
• Coordinate with other teams to resolve issues without impacting end-user experience.

Skills

Customer Service

IT Support

Microsoft Office

Education

High School Diploma/GED

Associate’s Degree in IT

Bachelor’s Degree in IT

Master’s Degree in IT

Tools

Active Directory

Office 365

Shared Drives/Network Mapping

Job description

General Dynamics Information Technology (GDIT) seeks a Mid-Level Help Desk Technician to provide world-class IT support to federal clients from Washington, DC. You will be the first point of contact, delivering professional technical assistance and exceptional customer service to resolve issues quickly and efficiently.

You will work in a fast-paced environment with opportunities for training and career advancement, serving VIP users and executives while maintaining white-glove standards.