Poly

General Dynamics Information Technology•San Antonio, TX

1d•Onsite

About The Position

Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT. This role involves responding to user inquiries via various channels, logging and tracking support requests, and diagnosing and resolving basic technical issues related to hardware, software, and network connectivity. You will provide step-by-step guidance to users, escalate complex issues to specialized teams, and mentor less experienced professionals. Key tasks include installing, configuring, and updating software, assisting with password resets and access issues, and troubleshooting peripherals. The position also requires maintaining IT asset inventory, documenting solutions and procedures, contributing to knowledge base articles, and ensuring accurate record-keeping of support interactions. You will maintain a professional and empathetic tone with users, communicate technical information clearly, provide ticket status updates, and actively participate in a team environment. Adherence to IT and departmental policies and procedures, along with reporting potential security incidents, are also crucial aspects of this role.

Requirements

Education: Associates of Arts/Associates of Science
Experience: 5+ years of related experience
Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools
Security Clearance Level: TS/SCI w/Poly
Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned
Location: Client Site
US Citizenship Required
Required: 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
Paid time off (vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave)
Medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
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
Internal mobility team focused on helping you achieve your career goals
Award-winning culture of innovation and a military-friendly workplace
Full flex work weeks where possible