Service Desk Specialist (M-F 0700-1600)

General Dynamics Information Technology • Arlington, VA

2d • $25 - $33 • Hybrid

About The Position

At GDIT, people are our differentiators. We’re seeking a customer-focused Tier II Service Desk Specialist who thrives in a collaborative team environment and excels at problem-solving. The ideal candidate will provide technical support and troubleshooting services for IT systems, software, and hardware, while maintaining high levels of customer service and professionalism. Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently. Deliver end-user training on hardware/software usage. Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs). Communicate resolutions and status updates effectively to users and senior staff. Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides. Participate in meetings, training, and specialized projects. Handle after-hours on-call support as required. Support 24x7x365 Service Desk operations. Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.

Requirements

• High School Diploma. Associate or bachelor’s preferred
• 2+ years of related experience
• Proficient in MS Office, Internet Explorer, SharePoint, Java, Adobe Acrobat, and Outlook in Exchange Server environments.
• Experience with Active Directory, networked printers, SCCM/MECM, remote support tools, ITSM ticketing systems (e.g., ServiceNow).
• Knowledge of DoW STIGs/IAVMs and ACAS.
• Active SECRET clearance required, with ability to maintain.
• US citizenship required
• Must have active/Current CompTIA Security+ ce certification upon start. If you start with only a Security+ ce, continued employment will be contingent on receiving the Computing environment certification within 3 months after your start date.

Nice To Haves

• 5 + years of related experience

Responsibilities

• Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently.
• Deliver end-user training on hardware/software usage.
• Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs).
• Communicate resolutions and status updates effectively to users and senior staff.
• Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides.
• Participate in meetings, training, and specialized projects.
• Handle after-hours on-call support as required.
• Support 24x7x365 Service Desk operations.
• Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay and paid time off
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED