Help Desk Technician Mid-level - Active Top Secret Required

GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. 

Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. 

At GDIT, people are our differentiator. As a Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

HOW A HELP DESK TECHNICIAN WILL MAKE AN IMPACT: 

• Providing a high level of technical support and service to our onsite and remote customers.  

• Demonstrating attention to detail, problem solving, and desire to provide a great customer experience.   

• Delivering excellent customer service via phone, chat, email, tickets and deskside support. 

• Supporting on-site installation and repair of desktops, notebooks, printers, iPads, and peripherals. 

• Troubleshooting and resolving issues with both Microsoft Windows and MacOS.

• Diagnoses hardware, software, and user problems and recommends corrective actions or procedural changes.

• Supporting Microsoft Office 365 and Active Directory products. 

• Documenting and tracking customer incidents and requests via ticketing management system.

• Following resolution process and efficiently escalating tickets to appropriate teams when applicable. 

• Isolating and resolving issues with individual workstations. 

• Serving as subject matter expert to answer questions about hardware and software related issues. 

• Using advanced skills to set up shared drives, map network drives, install and update software, etc.

WHAT YOU’LL NEED TO SUCCEED: 

• Required Experience: Associates' Degree in IT related discipline and a minimum of 5 years of related experience.

• Required Technical Skills: Technical support, networking, application support, problem solving.

• Required Certifications: CompTIA Security+ required within 6 months of start date

• Security Clearance Level: Active Top Secret with SCI Eligibility 

• Required Skills and Abilities: Excellent verbal and written communication, collaborative and adaptable. Must be able to pass a basic English Language assessment test.

• Location: On Customer Site, Washington, District of Columbia