Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics Information Technology; Maryland; On-site; USD 60,000 - 80,000; Full time

Job summary

General Dynamics Information Technology is looking for a Help Desk Technician IV to enhance customer operations while advancing your career. Responsibilities include responding to user inquiries, diagnosing technical issues, and mentoring new hires.

This role requires 5+ years of experience and an Associate of Arts/Science degree, alongside a CompTIA Security+ certification to be obtained within 3 months of hiring. The position is on-site in Annapolis Junction, MD.

Qualifications

• 5+ years of related experience.
• CompTIA Security+ certification is required within 3 months of start date.
• US Citizenship Required.

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 when necessary.

Skills

Computer hardware and software installation

Troubleshooting hardware issues

Technical communication

Mentoring new hires

Education

Associate of Arts/Associate of Science

Job description

Overview

HELP DESK TECHNICIAN IV

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: Associate of Arts/Associate 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: On-Site in Annapolis Junction, MD
• US Citizenship Required
• Required: CompTIA Security+ certification is required within 3 months of start date