Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.
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:
● Required Experience: 3+ years of related experience
● Required Technical Skills: Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
● Required: IAT Level 1 certificate is required within 6 months of start date
● 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
GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
#GREENWAY
#ITPolyMD
#GDPoly
#GlobalServices
Years of Experience
3 + years of related experience
* may vary based on technical training, certification(s), or degree
Certification
Travel Required
Less than 10%
Citizenship
U.S. Citizenship Required
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