Information Technology Support Specialist - TS/SCI w/Poly

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

Benefits offered by this job

401K with company match

Paid time off

Wellness packages

Job summary

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician IV to support users across enterprise IT. You will respond to inquiries by phone, email, chat, or ticketing systems and help maintain service quality.

Diagnose and resolve basic hardware, software, and network issues; provide step-by-step troubleshooting guidance; escalate complex problems to second-level teams when necessary. You will also mentor newer staff and contribute to knowledge base articles.

Qualifications

• 5+ years of related experience

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.

Skills

Remote access tools

Hardware & software repair

Education

Associates of Arts/Associates of Science

Job description

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.
MEANINGFUL WORK AND PERSONAL IMPACT

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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