Information Technology Support Specialist - TS/SCI w/Poly
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. Advance how our customers operate while you advance your career. This position is mission essential and may include work on holidays when required. GDIT is a global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
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 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
- Ability to contribute both pre and post-tax dollars up to the IRS annual limits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
