Poly

General Dynamics Information Technology•Annapolis Junction, MD

1d•Onsite

About The Position

Join GDIT as a Help Desk Technician IV to advance how customers operate and build an impactful career in enterprise IT. This role involves collaborating with driven and resourceful individuals to deliver consulting, technology, and mission services to major agencies across the U.S. government, defense, and intelligence community. GDIT's 30,000 experts leverage technology to create immediate value and provide innovative solutions in areas like digital modernization, AI/ML, Cloud, Cyber, and application development, striving to create a safer, smarter world.

Requirements

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
Security Clearance Level: TS/SCI w/Poly
Maintains current knowledge of relevant technology as assigned
CompTIA Security+ certification is required within 3 months of start date
Skills: Help Desk Software, Remote Support, Technical Issues

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

AI-powered career tool that identifies career steps and learning opportunities
An internal mobility team focused on helping you achieve your career goals
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)
Award-winning culture of innovation
Military-friendly workplace
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
Ability to contribute both pre and post-tax dollars up to the IRS annual limits to 401(k)
Full flex work weeks where possible
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance