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

job qualifications

help desk software, remote support, technical issues

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 resourcesful like you.

meaningful work and personal impact

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

skills: help desk software, remote support, technical issues

certifications: none

experience: 5 + years of related experience

us citizenship required: yes

• 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.

• 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).

• 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 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.

• maintain a professional and empathetic tone when dealing with users and co‑workers.
• communicate technical information clearly to non‑technical users.
• document and reply with updates on ticket status and possible resolutions.
• actively participate in team environment assisting co‑workers when needed.

• ensure adherence to all it and departmental policies and procedures.
• report potential security incidents or breaches to appropriate teams or team leaders.

• 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 days: monday through friday hours: 10:00 am – 6:00 pm
• this position is mission essential, may include work on holidays when required

• 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, 401(k) with company match, and competitive pay and paid time off
• community: award‑winning culture of innovation and a military‑friendly workplace

explore an enterprise it career at gdit and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

the likely hourly rate for this position is between $34.00 - $46.00. 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.

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our benefits package for all us-based employees includes a…