Information Technology Support Specialist - TS/SCI w/Poly

General Dynamics Information Technology • Annapolis Junction, MD

2d • $34 - $46 • Onsite

About The Position

GDIT is hiring a Help Desk Technician IV to provide enterprise IT support onsite in Annapolis Junction, Maryland. The role supports users through phone, email, chat, and ticketing systems; diagnoses and resolves common hardware, software, and network connectivity issues; and escalates complex issues to appropriate teams. The technician also installs, configures, and updates software, assists with account and access problems, troubleshoots printers and peripherals, and helps maintain IT asset inventory.

The position includes documenting support interactions, resolutions, procedures, and troubleshooting steps; contributing to knowledge base articles; communicating ticket status to users; and providing guidance to less experienced colleagues and new hires when needed. The technician is expected to follow IT and departmental policies and report potential security incidents. This is a mission-essential role with a Monday–Friday, 3 p.m.–11 p.m. shift and may require holiday work when needed.

Requirements

• At least 5 years of related experience.
• Associate of Arts or Associate of Science degree.
• Experience installing, modifying, and repairing computer hardware and software using remote access tools.
• Current Top Secret SCI clearance with polygraph; must be a U.S. citizen.
• CompTIA Security+ certification required within 3 months of start date.
• Maintain current knowledge of relevant technology as assigned.
• Ability to work onsite in Annapolis Junction, Maryland.
• Available for the Monday–Friday, 3 p.m.–11 p.m. shift; holiday work may be required.

Responsibilities

• Respond to user inquiries by phone, email, chat, or ticketing system.
• Log and track support requests in the help desk ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Guide users through troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams.
• Mentor less experienced professionals, new hires, and trainees when necessary.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Troubleshoot printers, scanners, and other peripherals.
• Help maintain inventory of IT assets, including laptops, monitors, and accessories.
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain accurate records of support interactions and resolutions.
• Contribute knowledge base articles to support self-service solutions.
• Create and submit tickets with necessary details and troubleshooting steps.
• Communicate professionally and empathetically with users and coworkers, including clear explanations for non-technical users.
• Provide updates on ticket status and possible resolutions.
• Participate in the team environment and assist coworkers as needed.
• Follow IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) plan with company match.
• Competitive pay and paid time off.
• Medical plan options, including options with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• Paid leave plans including vacation, sick, personal, holiday, 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.

What This Job Offers

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