HelpDesk Technician IV(TS/SCI CI Poly required) - Columbia, Maryland

Clearance Level
Top Secret/SCI
Help Desk
Columbia, Maryland

REQ#: RQ71054

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

General Dynamics Information Technology has an immediate opportunity for HelpDesk Technician with the following duties and responsibilities included (but not limited to):

  • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
  • Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
  • Provide end-user software troubleshooting and support
  • Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
  • Familiar with Microsoft Active Directory
  • Document all user requests and actions taken in ServiceNow ticketing system
  • Provide phone and help desk support for local and off-site users
  • Maintain internal knowledge base for Help Desk technicians and users
  • Answer phones and emails in a timely manner
  • Maintain printers and multifunction devices
  • Create and maintain Windows 10 desktop/laptop images
  • Maintain software and hardware assignments
  • Participate in special projects as required
  • Familiar with Release and Configuration Management concepts
  • Use ServiceNow as the help desk software
  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
  • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
  • Create and maintain documentation
  • Work with other members of the team to ensure that help desk documentation is complete and up-to-date

Additional details:

  • Install, modify, and repair computer hardware and software both in person and through the use of remote access tools.
  • Provides end-user software and hardware troubleshooting.
  • Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Participates in the administration of e-mail, Microsoft office, etc.
  • Provides remote support access through desktop mirroring and other remote access applications for worldwide sites.
  • Maintains current knowledge of relevant technology as assigned.
  • Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure.
  • May coach and review the work of less-experienced professionals.
  • May serve as a team or task leader. (Not a people manager)


  • Position Requires a TS/SCI (DCID 6/4 eligible) clearance is required for this position.  The candidate also needs to be willing to take a CI polygraph.  Employment will be contingent until candidate is deemed eligible for SAP access by the government customer.
  • CompTIA IAT II Certification required. 
  • DESIRED QUALIFICATIONS: AA/AS (or equivalent experience), 5+ years of experience, preferred or related experience.
  • Strong interpersonal and communications skills
  • Contingent upon award of Phase II

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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.