Junior Help Desk Technician - White-Glove IT Support

RiseMe; Washington (District of Columbia); On-site; USD 41,000 - 56,000; Full time

Job summary

GDIT in Washington, DC is seeking a Junior Help Desk Technician to provide routine Tier 1 IT support to onsite and remote users. You will maintain a white-glove service level and resolve issues promptly in a fast-paced government environment.

Responsibilities include troubleshooting Windows and MacOS, managing user accounts in Active Directory, documenting incidents, and meeting SLA targets while delivering professional, courteous support to end users.

Qualifications

• High School Diploma/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; or Bachelor’s Degree or higher in IT-related discipline.
• Required Certifications: CompTIA Security+ upon hire; Security Clearance: 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 a premium, white-glove experience.
• Operate with minimal supervision on routine, repeatable technical tasks and standard desktop configurations.
• Support on-site installation, setup, and peripheral configuration of desktops, notebooks, printers, and mobile devices.
• Perform basic Tier 1 troubleshooting of 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 system with timely, clear communication.
• Provide proactive follow-ups to ensure issues are fully resolved before closing tickets.
• Contribute to a positive team environment by sharing issues and solutions to improve service delivery.
• Meet team SLAs while maintaining top-tier customer feedback.

Skills

Customer Service

Information Technology (IT) Support

Problem Resolution

Education

High School Diploma/GED

Associate’s Degree in IT

Bachelor’s Degree in IT

Job description

GDIT in Washington, DC is seeking a Junior Help Desk Technician to provide routine Tier 1 IT support to onsite and remote users. You will maintain a white-glove service level and resolve issues promptly in a fast-paced government environment.

Responsibilities include troubleshooting Windows and MacOS, managing user accounts in Active Directory, documenting incidents, and meeting SLA targets while delivering professional, courteous support to end users.