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

General Dynamics Information Technology, Inc.; Washington (District of Columbia); Sur place; USD 60 000 - 85 000; Plein temps

Résumé du poste

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician in Washington, DC to provide Tier 1 IT support for a government client.

You will be the first contact, delivering professional technical and customer service to resolve issues quickly in a fast-paced environment. The role requires security clearance (Top Secret with SCI eligibility) and CompTIA Security+ upon hire, with shift options on-site and holidays.

Qualifications

• High School Diploma/GED and 4–5 years of progressive tech support; OR IT degree with related years.
• CompTIA Security+ required upon hire.
• Active Top Secret clearance with SCI eligibility.

Responsabilités

• Provide Tier 1 support to diagnose and resolve hardware, software, and network issues.
• De-escalate VIP user issues with white-glove communication.
• Create knowledge base articles to improve user experience.
• Manage user environments using Active Directory and Microsoft 365.
• Set up shared drives and map network drives; resolve profile/registry issues.
• Resolve workstation issues to minimize downtime for on-site and remote personnel.
• Review tickets for clear, professional communication and compliance.
• Coordinate with other teams to resolve cross-department issues.

Connaissances

Verbal & written communication

Windows troubleshooting

MacOS troubleshooting

Microsoft 365 administration

Active Directory management

Shared drive mapping

Network connectivity diagnostics

Formation

Bachelor's Degree in IT

Associate's Degree in IT

High School Diploma/GED

Master's Degree in IT

Outils

Active Directory

Microsoft 365

Windows

MacOS

Network diagnostics

Description du poste

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

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; ORAn Associate’s Degree in an IT-related discipline and 2–3 years of experience; ORA Bachelor’s Degree in an IT-related discipline and 0–1 year of experience; ORA 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

*everyone must work 4 holidays a year* shift determined during interview process* shift may changed based on availability at time of start

Shift Options:

• Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts)
• Option 2: 1600-0000 Sat-Wed
• Option 3: 1600-0000 Thu-Mon
• Option 4: 0000-0800 Sat-Wed
• Option 5: 0000-0800 Thu-Mon

Years of Experience:

3 + years of related experience* may vary based on technical training, certification(s), or degree.

Certification/Travel Required:

10-25%

Citizenship:

U.S. Citizenship Required