Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics - IT; San Antonio (TX); On-site; USD 46,838 - 63,369; Full time

Benefits offered by this job

Comprehensive benefits and wellness packages

401K with company match

Paid time off

Job summary

A leading technology firm is seeking a Help Desk Technician IV in San Antonio, TX. In this role, you will respond to user inquiries, log support requests, and provide technical guidance. The ideal candidate has over 5 years of experience, an Associate degree, and strong technical skills. A focus on customer service and adherence to IT policies is essential. This position offers a competitive salary and growth opportunities within a supportive work environment.

Qualifications

• 5+ years of related experience.
• 8570 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.
• Provide step‑by‑step guidance to users for troubleshooting.
• Maintain a professional and empathetic tone when dealing with users.

Skills

Install, configure, and update software

Diagnose and resolve basic technical issues

Communicate technical information clearly

Document and reply provide updates

Education

Associate of Arts / Associate 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

We help you grow while advancing the mission of our clients.

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: Client Site - TX.
• US Citizenship Required.
• Required: 8570 Certification is required within 3 months of start date.
• Shift: Monday - Friday 6am-2pm.

Benefits

• 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.

Security Clearance

Top Secret SCI + Polygraph.

Salary and Benefit Information

The likely hourly rate for this position is between $34.00 - $46.00. 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.

View information about benefits and our total rewards program.

Equal Opportunity Employer

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans