Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics - IT; Corridor North (MD); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

401K with company match

competitive pay

paid time off

wellness packages

military-friendly workplace

Job summary

General Dynamics - IT is seeking an experienced IT Support professional at Annapolis Junction, MD. You will respond to user inquiries via phone, email, chat, or ticketing systems and log all requests in the help desk system.

You will diagnose basic hardware, software, and network issues and provide guided troubleshooting steps to users. Role requires 5+ years of related IT support, a TS/SCI w/ Poly clearance, US citizenship, and CompTIA Security+ within 3 months.

Qualifications

• Associates degree required for candidate eligibility.
• Minimum 5+ years of related IT support experience.
• Security clearance TS/SCI with Poly and US citizenship required.
• CompTIA Security+ certification required 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.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues via ticketing system to second-level support or specialists.

Skills

Remote access tools

Customer communication

Education

Associates of Arts / Associates of Science

Tools

Remote Desktop Software

Job description

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: Friday - Monday 6am-4pm
• 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

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. #GlobalServices