Poly

General Dynamics Information Technology•San Antonio, TX

1d•Onsite

About The Position

GDIT is seeking a Help Desk Technician IV to advance how customers operate and build an impactful career in enterprise IT, collaborating with driven and resourceful individuals. 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. With 30,000 experts, GDIT extracts the power of technology to create immediate value and deliver solutions at the edge of innovation, operating across 50 countries worldwide. The company offers leading capabilities in digital modernization, AI/ML, Cloud, Cyber, and application development, striving to create a safer, smarter world by harnessing deep expertise and advanced technology.

Requirements

Help Desk Software
Remote Support
Technical Issues
5 + years of related experience
US Citizenship Required
Associates of Arts/Associates of Science
Installs, modifies, and repairs computer hardware and software using remote access tools
TS/SCI w/Poly security clearance
Maintains current knowledge of relevant technology as assigned
Client Site location
CompTIA Security+ certification is required within 3 months of start date

Responsibilities

Respond to user inquiries via phone, email, chat, or ticketing systems.
Log and track support requests using help desk ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
Provide step-by-step guidance to users for troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Support basic printer, scanner, and peripheral troubleshooting.
Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
Document and report solutions and procedures for recurring issues for leadership review.
Maintain and report accurate records/tickets of support interactions and resolutions.
Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
Maintain a professional and empathetic tone when dealing with users and co-workers.
Communicate technical information clearly to non-technical users.
Document and reply provide updates on ticket status and possible resolutions.
Actively participate in team environment assisting co-workers when needed.
Ensure adherence to all IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
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
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 insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
AI-powered career tool that identifies career steps and learning opportunities
An internal mobility team focused on helping you achieve your career goals