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

General Dynamics Information Technology, Inc.; Washington (District of Columbia); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

General Dynamics Information Technology, Inc. is seeking a Junior/Help Desk Technician to provide world-class IT support to a federal client in Washington, DC.

You will be the first contact for issues, delivering professional, white‑glove service while resolving routine IT problems and guiding users through basic configurations. The role emphasizes prompt ticketing, clear communication, and teamwork to meet strict SLAs and customer satisfaction.

Competenze

• High School Diploma/GED or IT-related degree with related experience.
• CompTIA Security+ required on hire.
• Active Top Secret clearance with SCI eligibility.
• Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
• Excellent verbal and written communication; collaborative and adaptable; able to pass an English assessment.

Mansioni

• Provide routine Tier 1 IT support to onsite and remote users via phone, chat, email and deskside.
• Maintain professional, high‑level customer service and white‑glove support.
• Operate with minimal supervision on routine technical tasks and standard desktop configurations.
• Assist on-site installation and configuration of desktops, notebooks, printers and mobile devices.
• Perform basic Tier 1 troubleshooting of Windows and MacOS.
• Use ticketing tools for identity management and incident tracking.
• Document and communicate incident status and resolutions to users.
• Proactively follow up to ensure issues are fully resolved before closing tickets.
• Share common issues with peers to improve service delivery.
• Consistently meet SLAs and maintain top customer feedback.

Conoscenze

Help desk support

Technical troubleshooting

Communication

Security clearance knowledge

Formazione

High School Diploma/GED

Associate's Degree in IT-related discipline

Bachelor's Degree or higher in IT-related discipline

Strumenti

Active Directory

Ticketing system

Descrizione del lavoro

Public Trust

None

Requisition Type

Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

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

• 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.
• CompTIA Security+ required upon hire.
• Active Top Secret with SCI Eligibility.
• Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
• 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

Work Requirements

• Years of Experience: 3 + years of related experience; may vary based on technical training, certification(s), or degree.
• CertificationTravel Required: 10-25%
• Citizenship: U.S. Citizenship Required