Information Technology Support Specialist (Active TS/SCI /wPoly)

General Dynamics Information Technology; Maryland; On-site; USD 85,000 - 110,000; Full time

Job summary

General Dynamics Information Technology is seeking a Help Desk Technician IV in Annapolis Junction, MD. You will respond to inquiries, log and track tickets, diagnose basic hardware/software issues, and escalate complex problems as needed. The role requires 5+ years of experience and a TS/SCI w/Poly clearance.

The position includes shift 6am–2pm and requires CompTIA Security+ within 3 months of start date. Associates degree or higher is expected, with duties spanning customer service and

Qualifications

• Installs, modifies, and repairs computer hardware and software using remote access tools.
• 5+ years of related experience.
• CompTIA Security+ certification within 3 months of start date.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to second-level support when necessary.

Skills

Remote access tools

Education

Associates of Arts/Associates of Science

Job description

HELP DESK TECHNICIAN IV

MEANINGFUL WORK AND PERSONAL IMPACT

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

Core Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical Support Tasks

• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & Reporting

• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and resolutions.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.

Compliance & Security

• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

WHAT YOU’LL NEED TO SUCCEED

• Education: Associates of Arts/Associates of Science
• Experience: 5+ years of related experience
• Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools
• Security Clearance Level: TS/SCI w/Poly
• Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned
• Location: Annapolis Junction, MD
• US Citizenship Required
• Required: CompTIA Security+ certification is required within 3 months of start date
• Shift: Monday - Friday 6am - 2pm
• This position is mission essential, may include work on holidays when required

GDIT IS YOUR PLACE

• 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 an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

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