Poly

General Dynamics Information Technology•Annapolis Junction, MD

12d•$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 involves responding to user inquiries, diagnosing and resolving technical issues, and contributing to documentation and knowledge base articles. You will also provide guidance to less experienced professionals and ensure adherence to IT policies and security procedures. This position is mission essential and may require work on holidays.

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

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.