Junior Help Desk Tech: Tier 1 IT Support (White-Glove)

General Dynamics - IT; Washington (District of Columbia); On-site; USD 42,000 - 56,000; Full time

Job summary

General Dynamics - IT in Washington, DC is seeking a Junior Help Desk Technician to provide Tier 1 IT support for a federal government client. You will be the first point of contact, delivering white-glove service and rapid resolution in a fast-paced environment.

Responsibilities include desktop and peripheral setup, basic Windows/MacOS troubleshooting, and identity-management tasks within an enterprise ticketing system. Strong communication skills and a TS clearance eligibility are required.

Qualifications

• High School Diploma or GED with 2–3 years of related technical support experience.
• Associate’s Degree in an IT-related discipline with 0–1 year of related experience.
• Bachelor’s Degree or higher in an IT-related discipline.
• CompTIA Security+ required upon hire.
• Active Top Secret with SCI Eligibility.
• Windows and MacOS basic troubleshooting experience.
• Excellent verbal and written communication skills.

Responsibilities

• Provide routine Tier 1 technical support to onsite and remote users via phone, chat, email, and deskside assistance.
• Maintain a high level of customer service and professionalism, delivering white-glove support.
• Operate with minimal supervision on routine tasks and standard desktop configurations.
• Assist with on-site installation and configuration of desktops, notebooks, printers, and mobile devices.
• Perform basic Tier 1 troubleshooting of Windows and MacOS operating systems.
• Use identity management tools for account unlocks and domain connectivity checks.
• Document incidents in a ticketing system and communicate status clearly to users.
• Follow up with customers to ensure issues are fully resolved before closure.
• Share common issues and solutions with peers to improve service delivery.
• Meet or exceed team SLAs and maintain high customer feedback ratings.

Skills

Desktop troubleshooting

Peripheral installation

Active Directory exposure

Enterprise ticketing system

Verbal & written communication

Education

High School Diploma or GED

Associate’s Degree in IT

Bachelor’s Degree in IT

Tools

Ticketing system software

Job description

General Dynamics - IT in Washington, DC is seeking a Junior Help Desk Technician to provide Tier 1 IT support for a federal government client. You will be the first point of contact, delivering white-glove service and rapid resolution in a fast-paced environment.

Responsibilities include desktop and peripheral setup, basic Windows/MacOS troubleshooting, and identity-management tasks within an enterprise ticketing system. Strong communication skills and a TS clearance eligibility are required.