Help Desk Technician: White-Glove IT Support (Top Secret)

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

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.