Service Desk Specialist — IT Support (Top Secret/SCI)

General Dynamics Information Technology (GDIT); Newington (CT); On-site; USD 89,000 - 121,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health and wellness

Internal mobility team

Professional growth opportunities

Paid vacation and holidays

Job summary

General Dynamics Information Technology (GDIT) is seeking a Service Desk Specialist to support enterprise IT operations at client sites. You will provide first-line IT support, troubleshoot hardware, software, and network issues, and help keep mission critical systems available.

The role requires a Bachelor’s degree or equivalent experience, Top Secret/SCI clearance, and US citizenship. On-site days Monday to Friday at Newington location.

Qualifications

• Bachelor Degree or combination of relevant experience.
• 1+ years of related IT service desk or help desk experience.
• Experience with Microsoft Active Directory, Microsoft Office Suite of Products, ServiceNow & Remedy ticketing systems, CUCM, Fiber Optic Cable.

Responsibilities

• Troubleshoot hardware, software, and network issues to minimize downtime.
• Collaborate with end-users, system administrators, and Tier-3 teams to diagnose and resolve IT service requests.
• Drive high first-contact resolution rates and customer satisfaction through structured ticketing workflows.
• Utilize ITSM ticketing platforms (e.g., ServiceNow, Remedy), Active Directory, remote access tools, and enterprise knowledge bases to manage incidents.
• Provide onsite first line troubleshooting and remediation actions.

Skills

Customer Support

IT Systems

IT Operations

Systems Engineering

Troubleshooting

Education

Bachelor Degree or equivalent experience

Tools

ServiceNow

Remedy

Active Directory

CUCM

Job description

General Dynamics Information Technology (GDIT) is seeking a Service Desk Specialist to support enterprise IT operations at client sites. You will provide first-line IT support, troubleshoot hardware, software, and network issues, and help keep mission critical systems available.

The role requires a Bachelor’s degree or equivalent experience, Top Secret/SCI clearance, and US citizenship. On-site days Monday to Friday at Newington location.