Junior Help Desk Tech - Top Secret Clearance

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 41,000 - 56,000; Full time

Job summary

General Dynamics Information Technology, Inc. in Washington, DC is seeking a Junior Help Desk Technician to provide routine Tier 1 IT support for government clients, delivering white-glove service and rapid issue resolution.

You will handle desktops, notebooks, printers, and mobile devices, perform basic troubleshooting, and document incidents in our ticketing system, while meeting SLAs and contributing to a collaborative team environment.

Qualifications

• Required Experience: High School Diploma/GED and 2–3 years of related technical support experience; OR An Associate’s Degree in an IT-related discipline and 0–1 year of related experience; OR a Bachelor’s Degree or higher in an IT-related discipline.
• Required Certifications: CompTIA Security+ required upon hire.
• Security Clearance Level: Active Top Secret with SCI Eligibility.

Responsibilities

• Provide routine Tier 1 technical support to onsite and remote customers via phone, chat, email, and deskside assistance.
• Maintain a high level of customer service, professionalism, and empathy, ensuring every user receives a premium, white-glove experience.
• Operate with minimal supervision on routine, repeatable technical tasks and standard desktop configurations.
• Support the on-site installation, setup, and peripheral configuration of desktops, notebooks, printers, and mobile devices (iPads).
• Perform basic Tier 1 troubleshooting of Microsoft Windows and MacOS operating systems.
• Utilize standard administrative tools for Tier 1 identity management support (e.g., unlocking user accounts, verifying domain connectivity).
• Document, track, and manage customer incidents within a ticketing management system, ensuring timely updates and clear, polite communication back to the user regarding resolution status.
• Provide proactive follow-ups with customers to ensure their issues are fully resolved to their satisfaction before closing tickets.
• Actively contribute to a positive team environment by sharing common user issues and solutions with peers to improve collective service delivery.
• Consistently meet team service level agreements (SLAs) while maintaining top-tier customer feedback ratings.

Skills

Customer Service

Information Technology (IT) Support

Problem Resolution

Job description

General Dynamics Information Technology, Inc. in Washington, DC is seeking a Junior Help Desk Technician to provide routine Tier 1 IT support for government clients, delivering white-glove service and rapid issue resolution.

You will handle desktops, notebooks, printers, and mobile devices, perform basic troubleshooting, and document incidents in our ticketing system, while meeting SLAs and contributing to a collaborative team environment.