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

US Citizenship

Required:

Yes

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.

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:
  
  Associates of Arts/Associates 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 w/ Poly
• Required
  
  Skills and Abilities:
  
  Maintains current knowledge of relevant technology as assigned
• Location:
  
  On-Site in Annapolis Junction, MD
• US Citizenship Required
• Required:
  
  CompTIA Security+ certification is required within 3 months of start date
• Shift: Monday through Friday,
  
  Hours:
  
  3:00 PM – 11:00 PM
• This position is mission essential, may include work on holidays when required

GDIT is a global technology and professional services company offering a range of benefits and total rewards. Our Total Rewards package includes medical plan options, dental and vision, a 401(k) plan with company match, paid time off, disability and life insurance, and opportunities for flexible work arrangements where possible. We are committed to a diverse, inclusive workplace and provide equal opportunity to all applicants.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans