Senior Help Desk Technician IV - Enterprise IT Support

General Dynamics Information Technology; Maryland; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Wellness packages

Job summary

General Dynamics Information Technology is seeking a Help Desk Technician IV to support enterprise IT operations at Annapolis Junction, MD. You will respond to user inquiries via phone, email, chat or ticketing systems and troubleshoot hardware, software, and network issues.

You will log and track requests, escalate complex problems, mentor junior staff, and contribute to knowledge bases while maintaining ticket records and communicating clearly with non-technical users.

Qualifications

• 5+ years of related experience.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams, when necessary.
• Mentor new hires and trainees.

Skills

Remote access tools

Hardware troubleshooting

Customer support

Education

Associates of Arts/Associates of Science

Tools

Help desk software

Ticketing system

Job description

General Dynamics Information Technology is seeking a Help Desk Technician IV to support enterprise IT operations at Annapolis Junction, MD. You will respond to user inquiries via phone, email, chat or ticketing systems and troubleshoot hardware, software, and network issues.

You will log and track requests, escalate complex problems, mentor junior staff, and contribute to knowledge bases while maintaining ticket records and communicating clearly with non-technical users.