Information Technology Support Specialist – TS​/SCI w​/Poly

Type of Requisition: Regular

Clearance Level Must Currently Possess: Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other

Required:

None

Job Family: Technical Support Services

Job Qualifications:

Skills: Help Desk Software, Remote Support, Technical Issues

Certifications: None

Experience: 5+ years of related experience

ship

Required:

Yes

Job Description:

HELP DESK TECHNICIAN IV

Advance how our customers operate while you advance your career. 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.

MEANINGFUL WORK AND PERSONAL IMPACT

Core 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.

Technical Support Tasks

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).

Documentation & Reporting

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.

Customer Service & Communication

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.

Compliance & Security

Ensure adherence to all IT and departmental policies and procedures.

Report potential security incidents or breaches to appropriate teams or team leaders

What You’ll Need to Succeed

Bring your technology expertise and drive for innovation to GDIT. The Help Desk Technician IV must have:

Education: Associate of Arts/Associate of Science

Experience: 5+ years of related experience

Required Technical

Skills:

Installs, modifies, and repairs computer hardware and software using remote access tools

Security Clearance Level: TS/SCI with Polygraph

Required

Skills and Abilities:

Maintains current knowledge of relevant technology as assigned

Location: On-site in Annapolis Junction, MD

ship Required

CompTIA Security+ certification required within 3 months of start date

Scheduled Weekly

Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:
Onsite

Work Location:

USA MD Annapolis Junction

Total Rewards at GDIT: Our benefits package for all US-based employees includes a 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. To encourage work/life balance, GDIT offers employees 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.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans