Senior IT Help Desk Technician

General Dynamics Information Technology, Inc.; Maryland; On-site; USD 47,000 - 65,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician IV to respond to user inquiries and log, track, and resolve IT issues across hardware, software, and networks.

You will mentor new hires and escalate complex problems to specialized teams as needed. You will install, configure, and update software on user devices, assist with password resets, and maintain accurate ticket records.

Qualifications

• Education: Associates of Arts or Associates of Science required.
• Experience: 5+ years in related IT/hands-on support.
• Security: TS/SCI w/ Poly clearance required; CompTIA Security+ within 3 months.
• Location: Annapolis Junction, MD; US citizenship required.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing system.
• Log and track support requests using a help desk ticketing system.
• Diagnose and resolve basic technical issues on hardware, software and network.
• Provide step-by-step guidance for troubleshooting to users.
• Escalate complex issues to second-level support when needed.
• Mentor new hires and trainees as required.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Maintain inventory of IT assets and document resolutions.

Skills

TS/SCI w/Poly

Remote access tools

Ticketing system

Technical troubleshooting

Log and track tickets

Education

Associates of Arts/Associates of Science

Tools

Ticketing system

Job description

General Dynamics Information Technology, Inc. is seeking a Help Desk Technician IV to respond to user inquiries and log, track, and resolve IT issues across hardware, software, and networks.

You will mentor new hires and escalate complex problems to specialized teams as needed. You will install, configure, and update software on user devices, assist with password resets, and maintain accurate ticket records.