Poly

General Dynamics Information Technology•Annapolis Junction, MD

5d•$34 - $46•Onsite

About The Position

Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. This role provides Web Queue Helpdesk support to users in alignment with SLA requirements, responding to internal and external IT service requests via email, ticketing system, instant messaging, and phone. The technician will acknowledge and provide user notification of receipt of web- or email-submitted requests, ensuring all relevant information is captured at the time of request intake. Ticket management using ServiceNow includes logging and tracking all inquiries, maintaining accurate history records and documentation, and monitoring ticket status for timely progression and closure. Requests will be promptly categorized and prioritized based on type, impact, and urgency, and routed to the appropriate internal or external support group if outside the primary area of responsibility. The role requires maintaining up-to-date knowledge of support structures, functions, and escalation paths, and staying informed about changes in support processes, contacts, and tools. A professional and empathetic tone is expected when dealing with users and co-workers, with clear communication of technical information to non-technical users. Updates on ticket status and possible resolutions will be provided, and active participation in a team environment is encouraged. Adherence to all IT and departmental policies and procedures is mandatory, along with reporting potential security incidents or breaches.

Requirements

Associates of Arts/Associates of Science
5+ years of related experience
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
US Citizenship Required
CompTIA Security+ certification is required within 3 months of start date

Nice To Haves

Help Desk Software
Remote Support
Technical Issues

Responsibilities

Provide Web Queue Helpdesk support to users in alignment with SLA requirements.
Respond to internal and external IT service requests via email, ticketing system, instant messaging, and phone.
Acknowledge and provide user notification of receipt of web- or email-submitted requests.
Ensure all relevant information is captured at the time of request intake.
Log and track all inquiries using the service request management database (e.g., ServiceNow).
Maintain accurate history records and related documentation for all requests.
Monitor ticket status to ensure timely progression and closure.
Promptly categorize and prioritize customer requests based on type, impact, and urgency.
Generate and route requests that fall outside the primary area of responsibility to the appropriate internal or external support group.
Escalate issues following established procedures when necessary.
Maintain up‑to‑date knowledge of internal and external support groups, including their functions and escalation paths, to ensure accurate routing.
Stay informed about changes in support processes, contacts, and tools that affect queue management.
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.