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

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

Job summary

General Dynamics Information Technology (GDIT) seeks a Mid-Level Help Desk Technician to provide world-class IT support to federal clients from Washington, DC. You will be the first point of contact, delivering professional technical assistance and exceptional customer service to resolve issues quickly and efficiently.

You will work in a fast-paced environment with opportunities for training and career advancement, serving VIP users and executives while maintaining white-glove standards.

Qualifications

• High School Diploma/GED with 4–5 years progressive technical support experience.
• Associate’s Degree in IT with 2–3 years of experience.
• Bachelor’s Degree in IT with 0–1 year of experience.
• Master’s Degree or higher in IT-related discipline.

Responsibilities

• Provide independent Tier 1 technical support to diagnose and resolve hardware, software, and network issues.
• De-escalate tense situations with VIP users and executives using white-glove communication.
• Author internal knowledge base articles to improve user experience.
• Manage user environments using Active Directory and administer Office 365.
• Set up shared drives, map network drives, install/update software, resolve profile/registry issues.
• Isolate and resolve complex workstation issues to minimize downtime.
• Review tickets to ensure clear, professional communications per standards.
• Analyze CSAT data to improve service protocols.
• Coordinate with other teams to resolve issues without impacting end-user experience.

Skills

Customer Service

IT Support

Microsoft Office

Education

High School Diploma/GED

Associate’s Degree in IT

Bachelor’s Degree in IT

Master’s Degree in IT

Tools

Active Directory

Office 365

Shared Drives/Network Mapping

Job description

Req ID: RQ229104

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills:

Customer Service,Information Technology (IT) Support,Microsoft Office

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 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

The likely hourly rate for this position is between $35.04 - $47.40. 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.

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.

Our 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 Our Work

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.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans