Service Desk Officer, TS/SCI w/Polygraph

General Dynamics Information Technology; Reston (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Career growth opportunities

Paid education and certifications

Paid vacation and holidays

Job summary

General Dynamics Information Technology in Reston seeks a Service Desk Officer to provide Tier 1 support across phone, email, and ticketing channels. You will monitor critical network and server infrastructure, perform initial troubleshooting, and ensure issues are resolved with professionalism and accuracy.

The ideal candidate is customer-focused, technically adept, and ready to support mission-oriented IT operations onsite in Northern Virginia, meeting DoD 8570 IAT Level 2 requirements and

Qualifications

• Active TS/SCI clearance with polygraph.
• IAT Level 2 CE certification per DoD 8570.
• Strong verbal and written communication, phone etiquette.
• General IT experience and familiarity with IT concepts.
• Willingness to work onsite in Northern Virginia (Reston).
• Ability to work independently and in a team.

Responsibilities

• Provide Tier 1 Service Desk support via phone, email, and ticketing.
• Monitor Network and Server Infrastructure and respond to alerts.
• Perform initial troubleshooting of LAN/WAN equipment and apps.
• Use knowledge bases and IT tools to resolve issues.
• Serve as liaison between users and senior staff for escalations.
• Process routine work orders, including ports, licenses, and accounts.
• Maintain courteous communication in all interactions.

Skills

TS/SCI clearance

IAT Level 2

Customer service

Team collaboration

On-site Reston

Tools

SolarWinds

ServiceNow

Job description

The Service Desk Officer serves as a Systems Operations Center Administrator, providing Tier 1 support to customers across phone, email, and ticketing channels. This role involves monitoring critical network and server infrastructure, performing initial troubleshooting, and ensuring customer issues are resolved with professionalism and accuracy. The ideal candidate will be customer‑focused, technically adept, and ready to support mission‑oriented IT operations.

Key Responsibilities

• Provide Tier 1 Service Desk support via telephone, email, and ticketing systems.
• Monitor Network and Server Infrastructure, identifying and responding to alerts.
• Perform initial troubleshooting of LAN/WAN telecommunications equipment and supporting applications/services.
• Use knowledge bases, documentation, and IT management tools to solve technical issues.
• Serve as a liaison between end users and senior technical staff for escalated issues.
• Process routine customer work orders, including enabling network ports, managing software licenses, and creating system accounts.
• Maintain courteous and responsive communication in all customer interactions.

Required Qualifications

• Active TS/SCI clearance with polygraph.
• Education requirements are flexible based on experience.
• Strong verbal and written communication skills, including excellent phone etiquette.
• General IT experience and familiarity with common IT concepts.
• Willingness to work onsite in Northern Virginia (Reston).
• Ability to work effectively both independently and within a team.
• Must meet DoD 8570 requirements (IAT Level 2) by security indoctrination, including any required CE certifications.

Desired Qualifications

• Experience with LAN/WAN networking technologies.
• Experience with Windows and Linux system administration.
• Familiarity with LAN cabling (CAT5, fiber, Ethernet).
• Experience using SolarWinds or similar IT management tools.
• Experience using ServiceNow or other ticket-tracking systems.

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

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