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

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

Job Details

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Customer Service, Information Technology (IT) Support, Problem Resolution Certifications: None Experience: 3 + years of related experience US Citizenship Required: Yes 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.

Impact as a Junior Help Desk Technician

• 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.

Requirements and Qualifications

• 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 and Shift Options

• 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

Compensation and Required Hours

The likely hourly rate for this position is between $30.44 - $41.18. 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. Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting Options: Onsite Work Location: USA DC Washington Additional Work Locations: 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.

Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About GDIT

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission‑ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer Statement

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.