Help Desk Technical Support II - Shift 7:00am - 3:30pm - Active Secret preferred

Clearance Level
Help Desk
Washington, District of Columbia

REQ#: RQ99506

Travel Required: None
Public Trust: Other
Requisition Type: Regular

GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard.

The Help Desk Specialist will: Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (SCSM) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.

Contract requires US Citizenship and candidate must be able to obtain a public trust and a Secret clearance.

The work hours for this position is 7:00am - 3:30 pm

The work location is near Gallery Place Metro station or Metro Center.


  • The applicant must have a technical background
  • Experience working on Service Desk teams supporting IT services (Desired)
  • Experience in working with a ticketing system, such as Remedy, Heat, SCSM, etc… (Desired)
  • The ability to resolve technical and other types of issues with little oversight
  • Strong oral and written communications skills
  • Technical certifications (Desired)
  • 3 years relevant experience in lieu of a degree is acceptable
  • Technical degree preferred.

This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.