Information Technology Support Specialist - TS/SCI w/Poly
About The Position
GDIT is hiring a Help Desk Technician IV to provide enterprise IT support. The role responds to user inquiries, resolves technical issues involving hardware, software, and network connectivity, and guides users through troubleshooting. The technician records and tracks requests, escalates complex issues, and may mentor less experienced professionals and trainees. The position also involves installing, configuring, and updating software; helping users with passwords, account access, and peripherals; and assisting with IT asset inventory. The technician documents resolutions, procedures, and ticket details, contributes to knowledge-base content, communicates ticket updates clearly, and follows IT and departmental policies, including reporting potential security incidents. This is an onsite role in Annapolis Junction, Maryland. The position requires a current TS/SCI with Polygraph clearance, U.S. citizenship, an associate degree, at least five years of related experience, and CompTIA Security+ certification within three months of the start date. The scheduled workweek is 40 hours, with less than 10% travel required.
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 TS/SCI with Polygraph clearance.
- 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 through troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams as needed.
- Mentor new hires and trainees and provide guidance to less experienced professionals 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 and report solutions and procedures for recurring issues for leadership review.
- Maintain accurate records of support interactions and resolutions.
- Contribute knowledge-base articles to help coworkers and users find self-service solutions.
- Create and submit tickets with necessary information and troubleshooting steps taken.
- Communicate professionally and empathetically with users and coworkers, explaining technical information clearly to non-technical users.
- Provide updates on ticket status and possible resolutions.
- Participate in the team environment and assist coworkers when needed.
- Follow IT and departmental policies and procedures.
- Report potential security incidents or breaches to the 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.
- Full-flex work weeks where possible.
- Vacation, sick, and personal time off, and holidays.
- 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 provided or available.
- Career growth tool and learning opportunities.
- Internal mobility support for career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
