Junior Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required

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

*Shift options listed at the bottom.

GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

At GDIT, people are our differentiator. As a Junior Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Junior Help Desk Technician joining our team to bring routine troubleshooting capabilities, a dedication to white-glove service delivery, and professionalism to a fast-paced environment.

HOW A JUNIOR HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• 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 even when handling complex or frustrating technical issues.
• 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.

WHAT YOU’LL NEED TO SUCCEED:

Required Experience:

• High School Diploma/GED and a minimum of 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.
• Required Technical Skills: Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
• Required Skills and Abilities: Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.
• Location: On Customer Site, Washington, District of Columbia

Mon-Fri shift

Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts)

Afternoons:

Option 2: 1600-0000 Sat-Wed
Option 3: 1600-0000 Thu-Mon

Overnights:

Option 4: 0000-0800 Sat-Wed
Option 5: 0000-0800 Thu-Mon

*everyone must work 4 holidays a year

*shift determined during interview process

* shift may changed based on availability at time of start