Req ID: RQ231013
Type of Requisition: Regular
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:
CompTIA Security+ CE | CompTIA - CompTIA
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
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: Annapolis Junction, MD
● US Citizenship Required
● Required: CompTIA Security+ certification is required within 3 months of start date
● Shift: Monday - Friday 3pm - 11pm (Training: Monday - Friday 6am-2pm)
● This position is mission essential, may include work on holidays when required
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● 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.
GlobalServices
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.
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 ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 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 mission-ready capabilities in AI, cloud, cyber and software development.
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
