Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics IT; United States; On-site; USD 47,000 - 63,000; Full time

Benefits offered by this job

401K match

Health & wellness packages

Career growth opportunities

Paid education & certifications

Cutting-edge technology learning

Job summary

General Dynamics IT is seeking a Help Desk Technician IV to assist users, respond to inquiries via phone, email, chat, or ticketing systems, and resolve basic hardware, software, and network issues on-site in Annapolis Junction, MD.

The role requires 3+ years of related experience, TS/SCI w/Poly, IAT Level 1 within 6 months, US citizenship, and a commitment to professional growth through ongoing certifications and on-the-job mentoring.

Qualifications

• 3+ years of related experience.
• IAT Level 1 certification required within 6 months of start date.
• Security Clearance: TS/SCI w/Poly.
• 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 or specialized teams, when necessary.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
• 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).
• 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.
• 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.
• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Skills

Communication

Computer Hardware

IT Support

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.

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills: Communication, Computer Hardware, Information Technology (IT) Support

Certifications: None

Experience: 3 + years of related experience

US Citizenship Required: Yes

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

• Required Experience: 3+ years of related experience
• Required Technical Skills: Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
• Required: IAT Level 1 certificate is required within 6 months of start date
• 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

GDIT IS YOUR PLACE

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from

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.

#GREENWAY #ITPolyMD #GDPoly #GlobalServices

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.

Schedule & Location

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Onsite
• Work Location: USA MD Annapolis Junction

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.