General Dynamics Information Technology
Information Technology Support Specialist - TS/SCI w/Poly
General Dynamics Information Technology, Annapolis, Maryland, United States, 21403
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.
MEANINGFUL WORK AND PERSONAL IMPACT
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:
Sat-Wed 3pm-11pm
GDIT IS YOUR PLACE
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
OWN YOUR OPPORTUNITY 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.
#GREENWAY
#J-18808-Ljbffr
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.
MEANINGFUL WORK AND PERSONAL IMPACT
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:
Sat-Wed 3pm-11pm
GDIT IS YOUR PLACE
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
OWN YOUR OPPORTUNITY 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.
#GREENWAY
#J-18808-Ljbffr