Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

Help Desk Technician

GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation's capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most.

How a Mid-Level Help Desk Technician will make an impact:

• Provide independent Tier 1 technical support to diagnose and resolve complex hardware, software, and localized network issues.
• Act as a customer service champion, de-escalating tense technical situations with VIP users, executives, or critical operational stakeholders through dedicated, white-glove communication and meticulous follow-through.
• Identify recurring incident trends within Tier 1 queues and actively author internal knowledge base articles and customer-facing self-service documentation to improve the user experience.
• Manage user environments using Active Directory (managing security groups, organizational units) and provide administration support for Microsoft Office 365 products.
• Utilize advanced Tier 1 skills to set up shared drives, map network drives, install/update software, and resolve profile and registry issues.
• Isolate and resolve complex workstation issues to ensure minimal downtime for critical on-site and remote personnel.
• Review ticket logs and queue workflows to ensure all user communications are clear, professional, and compliant with program white-glove standards.
• Analyze customer satisfaction (CSAT) data and feedback trends to recommend adjustments to service protocols and enhance the overall user journey.
• Coordinate with other operational teams to ensure cross-departmental technical issues are resolved seamlessly without disrupting the end-user experience.

What you'll need to succeed:

• High School Diploma/GED and a minimum of 4-5 years of progressive technical support experience; OR
• An Associate's Degree in an IT-related discipline and 2-3 years of experience; OR
• A Bachelor's Degree in an IT-related discipline and 0-1 year of experience; OR
• A Master's Degree or higher in an IT-related discipline.
• Required
  
  Certifications:
  
  CompTIA Security+ required upon hire.
• Security Clearance Level: Active Top Secret with SCI Eligibility.
• Required Technical
  
  Skills:
  
  Advanced Windows & MacOS troubleshooting, Microsoft 365 administration, Active Directory management, shared drive mapping, and basic network connectivity diagnostics.
• Required
  
  Skills and Abilities:
  
  Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.
• Location:
  
  On Customer Site, Washington, District of Columbia

Mon-Fri shift Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts) Afternoons:
Option 2:  Sat-Wed Option 3:  Thu-Mon Overnights:
Option 4:  Sat-Wed Option 5:  Thu-Mon
* everyone must work 4 holidays a year
* shift determined during interview process
* shift may changed based on availability at time of start The likely hourly rate for this position is between $35.04 - $47.40. This is not, however, a guarantee of compensation or salary. Scheduled Weekly

Hours:

40

Travel Required:

10-25% Telecommuting Options:
Onsite

Work Location:

USA DC Washington Additional Work Locations:
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.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to…