Service Desk Technician

General Dynamics Information Technology

11h • Onsite

About The Position

At GDIT, people are our differentiators. As a Service Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on Service Desk Technicians joining our team to provide face-to-face and remote Tier 1 and 2 incident resolution to customers with hardware, software, and application problems across NIPRNet, Coalition Networks, and SIPRNet enterprise networks for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL. HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT Serve as the first point of contact for the IT Enterprise, resolving user issues quickly and efficiently to minimize operational disruptions. Enable seamless IT operations by troubleshooting hardware, software, and system issues across a large infrastructure. Support end-user productivity through Tier 1 Active Directory services, including account creation, password resets, and access management. Facilitate smooth onboarding and offboarding, ensuring accounts and permissions align with organizational and security requirements. Strengthen cross-team collaboration by escalating issues appropriately, coordinating with technical teams, and sharing knowledge to drive faster resolution. Contribute to operational readiness by supporting system deployments, validating configurations, and performing initial troubleshooting. Maintain accurate documentation to support compliance, reporting, and continuous improvement of IT service delivery. Provide reliable support during off-hours, weekends, and holidays, ensuring uninterrupted IT service for all end-users.

Requirements

• Applicable DoW 8140 or DoW 8570 Certification Required
• 1+ years of related experience
• Proficiency in Tier 1 Active Directory tasks, including account creation, password resets, and user access management.
• Experience providing remote troubleshooting and support for desktops, laptops, and software applications.
• Familiarity with ticketing systems and IT asset management tools.
• Knowledge of networking concepts, system configurations, and IT hardware lifecycle processes.
• Ability to monitor, track, and resolve service requests efficiently.
• Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues efficiently.
• Excellent communication and interpersonal skills to collaborate effectively with end-users, IT teams, and stakeholders.
• Ability to work independently and prioritize tasks in a fast-paced, high-volume support environment.
• Attention to detail and commitment to maintaining accurate documentation, asset records, and service logs.
• Flexibility and adaptability to support changing technologies, operational priorities, and shift schedules, including evenings, weekends, and holidays.
• Proactive approach to knowledge sharing, contributing to team learning, process improvement, and the development of standard operating procedures.
• Professionalism and customer service focused, ensuring positive end-user experiences.
• Active Secret (or above) Security Clearance Level
• US Citizenship Required

Nice To Haves

• Bachelor’s Degree with a focus in computer science, engineering, or a related field of study
• Microsoft certifications
• ITIL 4 Foundation Certification

Responsibilities

• Serve as the first point of contact for the IT Enterprise, resolving user issues quickly and efficiently to minimize operational disruptions.
• Enable seamless IT operations by troubleshooting hardware, software, and system issues across a large infrastructure.
• Support end-user productivity through Tier 1 Active Directory services, including account creation, password resets, and access management.
• Facilitate smooth onboarding and offboarding, ensuring accounts and permissions align with organizational and security requirements.
• Strengthen cross-team collaboration by escalating issues appropriately, coordinating with technical teams, and sharing knowledge to drive faster resolution.
• Contribute to operational readiness by supporting system deployments, validating configurations, and performing initial troubleshooting.
• Maintain accurate documentation to support compliance, reporting, and continuous improvement of IT service delivery.
• Provide reliable support during off-hours, weekends, and holidays, ensuring uninterrupted IT service for all end-users.

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, and 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 and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level