Poly

General Dynamics Information Technology•Annapolis Junction, MD

8d•$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. You 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. The position involves logging and tracking all inquiries using the service request management database (e.g., ServiceNow), maintaining accurate history records and related documentation, and monitoring ticket status to ensure timely progression and closure. You will promptly categorize and prioritize customer requests based on type, impact, and urgency, and generate and route requests that fall outside the primary area of responsibility to the appropriate internal or external support group. Escalation of issues will follow established procedures when necessary. Maintaining up-to-date knowledge of internal and external support groups, including their functions and escalation paths, is crucial for accurate routing. Staying informed about changes in support processes, contacts, and tools that affect queue management is also a key responsibility. The role requires maintaining a professional and empathetic tone when dealing with users and co-workers, communicating technical information clearly to non-technical users, documenting and providing updates on ticket status and possible resolutions, and actively participating in a team environment assisting co-workers when needed. Compliance and security are paramount, ensuring adherence to all IT and departmental policies and procedures, and reporting potential security incidents or breaches to appropriate teams or team leaders.

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 clearance level
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.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay
Paid time off
Variety of medical plan options
Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
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, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance