Information Technology Support Specialist - TS/SCI w/Poly
About The Position
GDIT is hiring a Help Desk Technician IV to provide enterprise IT support in an on-site role in Annapolis Junction, Maryland. The position responds to user support requests, diagnoses and resolves basic hardware, software, and network connectivity issues, and guides users through troubleshooting. The technician installs, configures, and updates software; supports account and access issues and peripheral troubleshooting; and helps maintain IT asset inventory. The role also includes documenting support interactions and procedures, maintaining accurate tickets, contributing knowledge base articles, communicating clearly and professionally with users, and escalating complex issues to appropriate teams. The technician must follow IT and departmental policies, report potential security incidents, and may mentor less experienced staff. This is a mission-essential position that may require holiday work when needed.
Requirements
- Associate of Arts or Associate of Science degree.
- At least 5 years of related experience.
- Ability to install, modify, and repair computer hardware and software using remote access tools.
- Maintain current knowledge of relevant technology as assigned.
- Currently possess a Top Secret SCI clearance with polygraph.
- U.S. citizenship is required.
- CompTIA Security+ certification is required within 3 months of the start date.
Responsibilities
- Respond to user inquiries by phone, email, chat, or ticketing system.
- Log and track support requests using a help desk ticketing system.
- Diagnose and resolve basic technical issues involving hardware, software, and network connectivity.
- Provide step-by-step guidance for troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams through the ticketing system.
- Provide guidance to less experienced professionals and mentor 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 such as laptops, monitors, and accessories.
- Document recurring issue solutions and procedures for leadership review.
- Maintain accurate records of support interactions and resolutions.
- Contribute knowledge base articles to support self-service solutions.
- Create and submit tickets containing relevant information and troubleshooting steps taken.
- Communicate professionally and empathetically with users and coworkers, including providing ticket status updates.
- Participate in the team environment and assist coworkers when 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.
- Paid time off, including vacation, sick, personal, and holiday leave.
- Medical plan options, including some with Health Savings Accounts.
- Dental and vision plan options.
- 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.
- Full flex work weeks where possible.
- Career growth tools and internal mobility support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
