Helpdesk

General Dynamics - IT; Manassas (VA); On-site; USD 69,000 - 116,000; Full time

Job summary

General Dynamics - IT is seeking a Help Desk Technician to join our Sterling/Manassas team. You will deliver technical support for remote customers, manage incidents, and contribute to a new helpdesk for the Department of State.

The role requires an Associate degree in IT or 1+ year of related experience, strong communication, and familiarity with AI chatbots; active Top Secret clearance and CompTIA Security+ within 6 months are required. On-site at Sterling and Manassas VA.

Qualifications

• Associate degree in IT or 1+ year of related experience.
• Experience in technical support, networking and application support.
• Familiarity with AI chatbots and strong problem solving.

Responsibilities

• Provide high level technical support to remote customers.
• Document and track incidents via ticketing system.
• Assist with chatbot, AI analytics, and VDI in Dev/Sec/Ops.
• Support Active Directory accounts and GPOs.
• Follow resolution processes and escalate when needed.

Skills

Technical support

Networking

Application support

AI chatbots

Customer service

Education

Associate degree in IT

Tools

Active Directory

Job description

Helpdesk At GDIT, people are our differentiators. As a Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician joining our team to 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.

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• Help GDIT to build, maintain, staff, and grow a new helpdesk supporting the Department of State at our Sterling and Manassas office.
• Providing a high level of technical support and service to our remote customers.
• Help create, write, and provide input for all process, procedures, and other requirements to stand up the helpdesk.
• Demonstrating attention to detail, problem solving, and desire to provide great customer experience.
• Delivering excellent customer service via phone, chat, email, and tickets.
• Support our new chatbot, AI driven analytics, and VDI in a Dev/Sec/Ops environment.
• Troubleshooting and resolving issues within our constant evolving tool set to recommend corrective actions or procedural changes.
• Supporting Active Directory accounts, GPO’s and other items.
• Documenting and tracking customer incidents and requests via ticketing management system.
• Following resolution process and efficiently escalating tickets to appropriate teams when applicable.
• Serving as subject matter expert to answer questions about software and related issues.
• Support zero trust

WHAT YOU’LL NEED TO SUCCEED:

• Required Experience: Associate degree in IT-related discipline and or a minimum of 1 years of related experience.
• Required Technical Skills: Technical support, networking, application support, problem solving with a familiarity with AI chatbots.
• Required Certifications: CompTIA Security+ required within 6 months of start date.
• Security Clearance Level: Active Top Secret.
• Required Skills and Abilities: Excellent verbal and written communication, collaborative and adaptable.
• Location: On Customer Site in Sterling and Manassas Virginia

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth:

AI-powered career tool that identifies career steps and learning opportunities.

Support:

An internal mobility team focused on helping you achieve your career goals.

Rewards:

Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.

Community:

Award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY

Explore a career in cyber at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your focus on defending and protecting what matters.

The likely salary range for this position is 69,264.00 - 92,476.80 - 115,689.60 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.