Associate Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required
About The Position
GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. At GDIT, people are our differentiator. As an Associate Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on an Associate Help Desk Technician joining our team to bring professionalism, a white-glove customer service mindset, and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement.
Requirements
- High School Diploma/GED and 1 year of related technical or customer support experience; OR An Associate’s Degree or higher in an IT-related discipline.
- CompTIA Security+ required upon hire.
- Active Top Secret with SCI Eligibility.
- Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
- Excellent verbal and written communication, collaborative, and adaptable.
- Must be able to pass a basic English Language assessment test.
- US Citizenship Required
Nice To Haves
- 4 + years of related experience
Responsibilities
- Provide foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
- Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
- Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
- Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
- Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
- Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
- Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
- Efficiently escalate complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.
Benefits
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- 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
- full flex work weeks where possible
- a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- short and long-term disability benefits
- life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
