Polygraph

GD Information Technology•Reston, VA

5d•Onsite

About The Position

The Service Desk Officer serves as a Systems Operations Center Administrator, providing Tier 1 support to customers across phone, email, and ticketing channels. This role involves monitoring critical network and server infrastructure, performing initial troubleshooting, and ensuring customer issues are resolved with professionalism and accuracy. The ideal candidate will be customer‑focused, technically adept, and ready to support mission‑oriented IT operations.

Requirements

Active TS/SCI clearance with polygraph.
Education requirements are flexible based on experience.
Strong verbal and written communication skills, including excellent phone etiquette.
General IT experience and familiarity with common IT concepts.
Willingness to work onsite in Northern Virginia (Reston).
Ability to work effectively both independently and within a team.
Must meet DoD 8570 requirements (IAT Level 2) by security indoctrination, including any required CE certifications.
1 + years of related experience

Nice To Haves

Experience with LAN/WAN networking technologies.
Experience with Windows and Linux system administration.
Familiarity with LAN cabling (CAT5, fiber, Ethernet).
Experience using SolarWinds or similar IT management tools.
Experience using ServiceNow or other ticket-tracking systems.

Responsibilities

Provide Tier 1 Service Desk support via telephone, email, and ticketing systems.
Monitor Network and Server Infrastructure, identifying and responding to alerts.
Perform initial troubleshooting of LAN/WAN telecommunications equipment and supporting applications/services.
Use knowledge bases, documentation, and IT management tools to solve technical issues.
Serve as a liaison between end users and senior technical staff for escalated issues.
Process routine customer work orders, including enabling network ports, managing software licenses, and creating system accounts.
Maintain courteous and responsive communication in all customer interactions.

Benefits

401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
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