Poly

GD Information Technology•San Antonio, TX

4d•Onsite

About The Position

Advance how our customers operate while you advance your career. 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. Core Responsibilities include responding to user inquiries via phone, email, chat, or ticketing systems, logging and tracking support requests, diagnosing and resolving basic technical issues related to hardware, software, and network connectivity, providing step-by-step guidance to users, escalating complex issues, and providing guidance to less experienced professionals. Technical Support Tasks involve installing, configuring, and updating software, assisting with password resets and account lockouts, supporting basic printer and peripheral troubleshooting, and helping maintain an inventory of IT assets. Documentation & Reporting includes documenting and reporting solutions for recurring issues, maintaining accurate records of support interactions, contributing to knowledge base articles, and accurately creating and submitting tickets. Customer Service & Communication involves maintaining a professional tone, communicating technical information clearly, providing updates on ticket status, and actively participating in a team environment. Compliance & Security requires ensuring adherence to IT policies and procedures and reporting potential security incidents.

Requirements

Associates of Arts/Associates of Science degree
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
CompTIA Security+ CE | CompTIA - CompTIA

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
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance