Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

General Dynamics Information Technology; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

General Dynamics Information Technology in Washington, DC, is seeking a Mid-Level Help Desk Technician to provide world-class IT support to federal clientele. You will act as the first point of contact for resolving technical issues, ensuring a high quality of customer service.

Required qualifications include a High School Diploma, CompTIA Security+ certification, and at least 4-5 years of progressive technical support experience. The role requires communication skills and technical expertise in systems administration.

Qualifications

• 4-5 years of progressive technical support experience, or 2-3 years with Associate's Degree, or recent graduate with Bachelor's Degree.
• Must have CompTIA Security+ certification upon hire.
• Must have Active Top Secret with SCI Eligibility.

Responsibilities

• Provide Tier 1 technical support for hardware/software issues.
• Act as a customer service champion for VIP users.
• Manage user environments using Active Directory.
• Analyze customer satisfaction data to improve services.
• Coordinate with teams to resolve technical issues.

Skills

Advanced Windows troubleshooting

MacOS troubleshooting

Microsoft 365 administration

Active Directory management

Shared drive mapping

Basic network connectivity diagnostics

Excellent verbal communication

Excellent written communication

Education

High School Diploma/GED or higher

CompTIA Security+ certification

Active Top Secret Security Clearance

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 Mid‑Level Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Mid‑Level Help Desk Technician joining our team to bring independent problem‑solving, advanced operating system knowledge, and process‑driven documentation skills to a fast‑paced environment.

HOW A MID-LEVEL HELP DESK TECHNICIAN WILL MAKE AN IMPACT

• Provide independent Tier 1 technical support to diagnose and resolve complex hardware, software, and localized network issues.
• Act as a customer service champion, de‑escalating tense technical situations with VIP users, executives, or critical operational stakeholders through dedicated, white‑glove communication and meticulous follow‑through.
• Identify recurring incident trends within Tier 1 queues and actively author internal knowledge base articles and customer‑facing self‑service documentation to improve the user experience.
• Manage user environments using Active Directory (managing security groups, organizational units) and provide administration support for Microsoft Office 365 products.
• Utilize advanced Tier 1 skills to set up shared drives, map network drives, install/update software, and resolve profile and registry issues.
• Isolate and resolve complex workstation issues to ensure minimal downtime for critical on‑site and remote personnel.
• Review ticket logs and queue workflows to ensure all user communications are clear, professional, and compliant with program white‑glove standards.
• Analyze customer satisfaction (CSAT) data and feedback trends to recommend adjustments to service protocols and enhance the overall user journey.
• Coordinate with other operational teams to ensure cross‑departmental technical issues are resolved seamlessly without disrupting the end‑user experience.

WHAT YOU’LL NEED TO SUCCEED

Required Experience

• High School Diploma/GED and a minimum of 4–5 years of progressive technical support experience; OR
• An Associate’s Degree in an IT‑related discipline and 2–3 years of experience; OR
• A Bachelor’s Degree in an IT‑related discipline and 0–1 year of experience; OR
• A Master’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: Advanced Windows & MacOS troubleshooting, Microsoft 365 administration, Active Directory management, shared drive mapping, and basic network connectivity diagnostics.
• 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