Poly

General Dynamics Information Technology•Annapolis Junction, MD

19d•$34 - $46•Onsite

About The Position

GDIT is hiring a Help Desk Technician IV to provide enterprise IT support in an onsite, mission-essential role in Annapolis Junction, Maryland. The specialist responds to user requests through phone, email, chat, and ticketing systems; troubleshoots hardware, software, and network connectivity issues; and guides users through common resolutions. The position also involves installing, configuring, and updating software; assisting with account and access problems; and troubleshooting printers, scanners, and other peripherals. The role requires accurate ticket and asset records, documentation of recurring issues and resolutions, and contributions to knowledge base content. The technician communicates clearly and professionally with users and coworkers, escalates complex issues, supports less-experienced colleagues when needed, and follows IT and departmental security policies. The position requires a current Top Secret SCI clearance with polygraph, U.S. citizenship, and a CompTIA Security+ certification within three months of the start date. The schedule is Monday through Friday, 10 a.m. to 6 p.m., for 40 hours per week; holiday work may be required. Travel is less than 10%.

Requirements

Associate of Arts or Associate of Science degree.
At least 5 years of related experience.
Experience installing, modifying, and repairing computer hardware and software using remote access tools.
Current Top Secret SCI clearance with polygraph.
U.S. citizenship.
CompTIA Security+ certification required within 3 months of the start date.
Maintain current knowledge of relevant technology as assigned.

Responsibilities

Respond to user inquiries by phone, email, chat, or ticketing systems.
Log and track support requests in the help desk ticketing system.
Diagnose and resolve basic hardware, software, and network connectivity issues.
Guide users step by step through troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams through the ticketing system.
Mentor new hires and trainees and guide less-experienced professionals when needed.
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Troubleshoot printers, scanners, and 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 required information and troubleshooting steps taken.
Communicate professionally and empathetically with users and coworkers, including clear explanations of technical information and updates on ticket status and potential resolutions.
Participate in the team environment and assist coworkers when needed.
Follow IT and departmental policies and procedures and report potential security incidents or breaches.

Benefits

Medical plan options, including options with Health Savings Accounts.
Dental plan options.
Vision plan.
401(k) plan with company match.
Paid time off, including vacation, sick and personal time, holidays, and 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.
Wellness packages.
Full flexible work weeks where possible.
Internal mobility support and career development tools.