Mid-Level Help Desk Technician – Federal IT Support (TS/SCI)

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 48,000 - 65,000; Full time

Job summary

General Dynamics Information Technology, Inc. (GDIT) is seeking a Mid‑Level Help Desk Technician to deliver world‑class IT support to federal customers in Washington, DC. You will be the first point of contact, providing professional, prompt assistance and leveraging knowledge to resolve issues quickly.

The role emphasizes independent Tier 1 support, white-glove service for VIP users, and ongoing opportunities for training and career advancement in a fast-paced government environment.

Qualifications

• High school diploma or GED with 4–5 years of progressive tech support experience, or an IT-related degree with 2–3 years of experience, or a Bachelor's/Master's in IT with varying experience as listed.
• CompTIA Security+ certification required upon hire.
• Active Top Secret clearance with SCI eligibility.
• Advanced Windows and MacOS troubleshooting, Microsoft 365 administration, Active Directory management.
• Excellent verbal and written communication; ability to pass an English assessment.

Responsibilities

• Provide independent Tier 1 technical support to diagnose and resolve hardware, software, and network issues.
• De-escalate tense technical situations with VIP users and executives through white-glove communication.
• Author internal knowledge base articles to improve self-service and reduce recurring incidents.
• Manage user environments using Active Directory and provide administration for Microsoft 365.
• Set up shared drives, map network drives, install/update software, resolve profile and registry issues.
• Isolate and resolve complex workstation issues to minimize downtime for on-site and remote personnel.
• Review ticket logs to ensure clear, professional communications and compliance with standards.
• Analyze CSAT data to suggest improvements to service protocols.
• Coordinate with other teams to resolve cross-departmental issues seamlessly.

Skills

Customer Service

IT Support

Microsoft Office

Job description

General Dynamics Information Technology, Inc. (GDIT) is seeking a Mid‑Level Help Desk Technician to deliver world‑class IT support to federal customers in Washington, DC. You will be the first point of contact, providing professional, prompt assistance and leveraging knowledge to resolve issues quickly.

The role emphasizes independent Tier 1 support, white-glove service for VIP users, and ongoing opportunities for training and career advancement in a fast-paced government environment.