Associate Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required

General Dynamics Information Technology • Washington, DC

11d • $26 - $36 • Onsite

About The Position

GDIT is hiring an Associate Help Desk Technician to provide foundational Tier 1 IT support to government customers in Washington, DC. The technician serves as a first point of contact, providing professional, white-glove customer service and resolving user issues as efficiently as possible in a fast-paced environment. Support is provided to onsite and remote customers through phone, chat, email, and ticketing systems. The role includes opportunities for training, certification, and career advancement.

Requirements

• Active Top Secret clearance with SCI eligibility.
• U.S. citizenship.
• High school diploma or GED and one year of related technical or customer support experience, or an associate degree or higher in an IT-related discipline.
• CompTIA Security+ certification required upon hire.
• Basic knowledge of Windows and macOS.
• Familiarity with Microsoft Office applications.
• Excellent phone and chat etiquette.
• Excellent verbal and written communication skills; collaborative and adaptable.
• Ability to pass a basic English language assessment test.

Responsibilities

• Provide Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
• Deliver attentive, professional customer service by listening to users and maintaining a calm, reassuring demeanor.
• Follow standard operating procedures and documentation to resolve routine requests, such as password resets and account lockouts.
• Apply attention to detail and problem-solving skills, seeking first-contact resolution when possible.
• Accurately document and track incidents, requests, and troubleshooting steps in a ticketing management system.
• Explain basic technical concepts in clear, non-technical language during troubleshooting.
• Meet or exceed performance metrics for first-call resolution, average handle time, and customer satisfaction.
• Escalate complex issues to higher-tier teams with a warm handoff and clear documentation.

Benefits

• Medical plan options, including plans with Health Savings Accounts
• Dental plan options
• Vision plan
• 401(k) plan with company match
• Full flex work weeks where possible
• Paid time off, including vacation, sick and personal time
• Paid holidays
• Paid parental leave
• Military leave
• Bereavement leave
• Jury duty leave
• Short- and long-term disability benefits
• Life insurance
• Accidental death and dismemberment coverage
• Personal accident insurance
• Critical illness insurance
• Business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED