Service Desk Officer, TS​/SCI w​/Polygraph

Service Desk Officer, TS/SCI w/Polygraph Responsibilities for this Position

Location: USA VA Reston

Full Part/Time: Full time

Type of Requisition: Regular

Clearance Level Must Currently Possess: Top Secret/SCI

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

Public Trust/Other

Required:

None

Job Family: IT Infrastructure and Operations

Skills: Backup and Recovery, Information Technology (IT) Systems, System Administration

Certifications: None

Experience: 1 + years of related experience

US Citizenship

Required:

Yes

Service Desk Officer

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.

• 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.

• 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.

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

• 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

The likely salary range for this position is $97,750 - $132,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

40

None

Onsite

USA VA Reston

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.

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the…