Junior Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required
About The Position
GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. At GDIT, people are our differentiator. As a Junior Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Junior Help Desk Technician joining our team to bring routine troubleshooting capabilities, a dedication to white-glove service delivery, and professionalism to a fast-paced environment.
Requirements
- High School Diploma/GED and a minimum of 2–3 years of related technical support experience; OR An Associate’s Degree in an IT-related discipline and 0–1 year of related experience; OR A Bachelor’s Degree or higher in an IT-related discipline.
- CompTIA Security+ required upon hire.
- Active Top Secret with SCI Eligibility.
- Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
- Excellent verbal and written communication, collaborative, and adaptable.
- Must be able to pass a basic English Language assessment test.
- US Citizenship Required: Yes
Responsibilities
- Provide routine Tier 1 technical support to onsite and remote customers via phone, chat, email, and deskside assistance.
- Maintain a high level of customer service, professionalism, and empathy, ensuring every user receives a premium, white-glove experience even when handling complex or frustrating technical issues.
- Operate with minimal supervision on routine, repeatable technical tasks and standard desktop configurations.
- Support the on-site installation, setup, and peripheral configuration of desktops, notebooks, printers, and mobile devices (iPads).
- Perform basic Tier 1 troubleshooting of Microsoft Windows and MacOS operating systems.
- Utilize standard administrative tools for Tier 1 identity management support (e.g., unlocking user accounts, verifying domain connectivity).
- Document, track, and manage customer incidents within a ticketing management system, ensuring timely updates and clear, polite communication back to the user regarding resolution status.
- Provide proactive follow-ups with customers to ensure their issues are fully resolved to their satisfaction before closing tickets.
- Actively contribute to a positive team environment by sharing common user issues and solutions with peers to improve collective service delivery.
- Consistently meet team service level agreements (SLAs) while maintaining top-tier customer feedback ratings.
Benefits
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- a 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
- a 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
Entry Level
Education Level
High school or GED
