Service Desk Technician

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

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret/SCI

Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph

Public Trust/Other Required:
None

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Customer Support, Information Technology (IT) Systems, Information Technology Operations, Systems Engineering, Troubleshooting

Certifications:
None

Experience:
1 + years of related experience

US Citizenship Required:
Yes

Job Description:

Advance how our customers operate while you advance your career. Join GDIT as a Service Desk Specialist and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT:

As a Service Desk Specialist, the work you'll do at GDIT will be impactful to the mission of customer. You will play a crucial role in ensuring continuous IT availability and delivering rapid technical support to empower end-users across the enterprise.

WHAT YOU WILL DO:

• Support first-line IT operations by troubleshooting hardware, software, and network issues to minimize system downtime and maintain customer mission readiness.
• Collaborate with end-users, system administrators, and tier-three technical teams to diagnose, elevate, and resolve complex IT service requests efficiently.
• Drive high first-contact resolution rates and overall customer satisfaction through structured ticketing workflows and proactive problem-solving.
• 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

WHAT YOU'LL NEED TO SUCCEED:

• Education: Bachelor Degree, or combination of relevant experience
• Certification DOW IAT-II (CompTIA Security + CE or equivalent)
• Experience: 1+ years of related IT service desk or help desk experience
• Technical skills: Experience with Microsoft Active Directory, Microsoft Office Suite of Products, ServiceNow & Remedy ticketing systems, CUCM, Fiber Optic Cable
• Security clearance level: Top Secret/SCI
• US citizenship required
• Role requirements: Work on the client site Monday - Friday (Daytime hours)

WHAT GDIT CAN OFFER:

• 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 and apply to solve real world problems
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $89,250 - $120,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

T elecommuting Options:
Onsite

Work Location:
USA VA Newington

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans