Req ID: RQ217990
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: Technical Support Services
Skills:
Customer Service,Microsoft Office,Remote Support,Technical Support,Troubleshooting
Certifications:
ITIL 4 Foundation | PeopleCert - PeopleCert
Experience:
2 + years of related experience
US Citizenship Required:
Yes
Job Description:
Desktop Support Technician - Job Summary
Provides hands-on desktop and technical support for end-user hardware and software within a dynamic enterprise environment. Troubleshoots and resolves issues related to laptops, desktops, and peripherals while delivering timely, professional, and customer-focused support.
This role requires direct interaction with users; therefore, strong communication skills are essential. The technician must be able to translate technical concepts into clear, user-friendly language while maintaining a high standard of customer service, professionalism, and responsiveness.
Key Responsibilities
End-User Support & Troubleshooting
Provide onsite and remote support for desktops, laptops, and peripherals (printers, monitors, docking stations, etc.)
Diagnose and resolve hardware, software, and connectivity issues
Communicate technical issues and remediation steps clearly to end users
Provide timely updates and ensure resolution meets customer expectations
Device Configuration & Deployment
Configure, install, and deploy desktops, laptops, and peripherals
Perform system imaging, re-imaging, and new equipment deployments
Install and configure operating systems, applications, and security software
Ensure devices are compliant with organizational security and patching standards
Software & Application Support
Troubleshoot and support enterprise applications and Microsoft Office suite
Support applications interacting with backend servers and third-party systems
Provide guidance on general system usage and best practices
IT Asset & Inventory Management
Track and manage IT assets (laptops, desktops, peripherals) within inventory systems
Coordinate equipment relocation, reassignment, and recovery from departing users
Maintain accurate asset records and lifecycle status updates
Ticketing & Documentation
Document all incidents, requests, and resolutions in ServiceNow
Ensure tickets include complete details: issue, resolution, user, timestamps, and satisfaction
Develop and maintain end-user documentation, SOPs, and knowledge base articles
Security & Compliance
Configure devices for secure operation, including updates, antivirus, and policy enforcement
Support patch management and vulnerability remediation efforts
Follow all organizational IT policies and procedures
Collaboration & Escalation
Provide support for escalated issues from Service Desk (Tier I/II)
Collaborate with engineering, network, and security teams for issue resolution
Participate in special projects and operational initiatives
Remote Support
Provide virtual assistance using tools such as Bomgar and Apple Remote Desktop
Operational Excellence
Maintain high customer satisfaction through professionalism, timeliness, and quality support
Work effectively under pressure and manage multiple priorities
Contribute to continuous process improvement and operational efficiency
Qualifications
Education
Associate's degree in IT or related field OR
3+ years of relevant IT experience in lieu of degree
Required Experience
3+ years of desktop support experience in enterprise environments
Hands-on experience supporting:
Windows (10/11 preferred)
Microsoft Office / Microsoft 365
Experience with IT ticketing systems (preferably ServiceNow)
Strong troubleshooting skills across hardware, software, and basic networking
Excellent written and verbal communication skills
Required Certification
ITIL Foundation (or ability to obtain within 6 months)
Desired Certifications
Microsoft Certified: Windows / Endpoint Administrator
CompTIA A+ CompTIA Network+ CompTIA Security Core Competencies
Customer Service Excellence
Technical Troubleshooting & Problem Solving
Communication & User Engagement
Time Management & Prioritization
Attention to Detail & Documentation Discipline
Team Collaboration & Adaptability
The likely hourly rate for this position is between $28.61 - $38.71. 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.
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.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
