Welder

Service Desk Specialist - Mon-Fri (7am-4pm)

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.

• Provide Tier 2 IT operational support using ITSM tools like Service Now, 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.

• Education:
  
  High School Diploma. Associate or bachelor’s preferred.
• Experience:
  
  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., Service Now).
• Knowledge of DoD STIGs/IAVMs and ACAS.
• Security clearance level:
  Active SECRET clearance required, with ability to maintain.
• US citizenship required.

• Location:
  
  TARC Arlington, VA (Potential for telework after onboarding).
• Shift: M-F, with flexibility for alternate shifts including weekends and holidays, as needed.
• Travel:
  Less than 10%. Most team members do not travel.

• Growth: AI-powered career tool that identifies career steps and learning opportunities.
• Support:
  An internal mobility team focused on helping you achieve your career goals.
• Rewards:
  Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
• Community:
  Award-winning culture of innovation and a military-friendly workplace.