Desktop Support Technician | Onsite DC | Eligible for Public Trust

General Dynamics Information Technology • Washington, DC

1d • Onsite

About The Position

This Desktop Support Technician role provides hands-on desktop and technical support for end-user hardware and software within a dynamic enterprise environment. The technician will troubleshoot and resolve issues related to laptops, desktops, and peripherals while delivering timely, professional, and customer-focused support. Direct interaction with users is required, necessitating strong communication skills to translate technical concepts into clear, user-friendly language while maintaining a high standard of customer service, professionalism, and responsiveness. GDIT is a global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Their 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation, operating across 50 countries worldwide.

Requirements

• Associate’s degree in IT or related field OR 3+ years of relevant IT experience in lieu of degree
• 3+ years of desktop support experience in enterprise environments
• Hands-on experience supporting: Windows (10/11 preferred)
• Hands-on experience supporting: Microsoft Office / Microsoft 365
• Experience with IT ticketing systems (preferably ServiceNow)
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent written and verbal communication skills
• ITIL Foundation (or ability to obtain within 6 months)
• US Citizenship Required

Nice To Haves

• Microsoft Certified: Windows / Endpoint Administrator
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Responsibilities

• Provide onsite and remote support for desktops, laptops, and peripherals (printers, monitors, docking stations, etc.)
• Diagnose and resolve hardware, software, and connectivity issues
• Communicate technical issues and remediation steps clearly to end users
• Provide timely updates and ensure resolution meets customer expectations
• Configure, install, and deploy desktops, laptops, and peripherals
• Perform system imaging, re-imaging, and new equipment deployments
• Install and configure operating systems, applications, and security software
• Ensure devices are compliant with organizational security and patching standards
• Troubleshoot and support enterprise applications and Microsoft Office suite
• Support applications interacting with backend servers and third-party systems
• Provide guidance on general system usage and best practices
• Track and manage IT assets (laptops, desktops, peripherals) within inventory systems
• Coordinate equipment relocation, reassignment, and recovery from departing users
• Maintain accurate asset records and lifecycle status updates
• Document all incidents, requests, and resolutions in ServiceNow
• Ensure tickets include complete details: issue, resolution, user, timestamps, and satisfaction
• Develop and maintain end-user documentation, SOPs, and knowledge base articles
• Configure devices for secure operation, including updates, antivirus, and policy enforcement
• Support patch management and vulnerability remediation efforts
• Follow all organizational IT policies and procedures
• Provide support for escalated issues from Service Desk (Tier I/II)
• Collaborate with engineering, network, and security teams for issue resolution
• Participate in special projects and operational initiatives
• Provide virtual assistance using tools such as Bomgar and Apple Remote Desktop
• Maintain high customer satisfaction through professionalism, timeliness, and quality support
• Work effectively under pressure and manage multiple priorities
• Contribute to continuous process improvement and operational efficiency

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
• vacation
• sick and personal time
• holidays
• paid parental leave
• military leave
• bereavement leave
• jury duty leave
• short and long-term disability benefits
• life insurance
• accidental death and dismemberment insurance
• personal accident insurance
• critical illness insurance
• business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree