Senior Help Desk Technician (TS/SCI) – Onsite Enterprise IT

General Dynamics IT; United States; On-site; USD 47,000 - 63,000; Full time

Benefits offered by this job

401K match

Health & wellness packages

Career growth opportunities

Paid education & certifications

Cutting-edge technology learning

Job summary

General Dynamics IT is seeking a Help Desk Technician IV to assist users, respond to inquiries via phone, email, chat, or ticketing systems, and resolve basic hardware, software, and network issues on-site in Annapolis Junction, MD.

The role requires 3+ years of related experience, TS/SCI w/Poly, IAT Level 1 within 6 months, US citizenship, and a commitment to professional growth through ongoing certifications and on-the-job mentoring.

Qualifications

• 3+ years of related experience.
• IAT Level 1 certification required within 6 months of start date.
• Security Clearance: TS/SCI w/Poly.
• US citizenship required.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• 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.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and resolutions.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.
• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Skills

Communication

Computer Hardware

IT Support

Job description

General Dynamics IT is seeking a Help Desk Technician IV to assist users, respond to inquiries via phone, email, chat, or ticketing systems, and resolve basic hardware, software, and network issues on-site in Annapolis Junction, MD.

The role requires 3+ years of related experience, TS/SCI w/Poly, IAT Level 1 within 6 months, US citizenship, and a commitment to professional growth through ongoing certifications and on-the-job mentoring.