Desktop Support Technician | Onsite DC | Eligible for Public Trust

HELP DESK TECHNICIAN III

Location: National Capital Region (NCR), Washington, DC Metropolitan Area
Program: U.S. Department of Education | PIVOT-I
Work Location: Onsite Desktop Support

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and support enterprise IT operations for the U.S. Department of Education.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Technician III, you will provide hands-on desktop support to Department of Education employees throughout the National Capital Region (NCR). You will troubleshoot technical issues, deploy and maintain IT equipment, and ensure employees have reliable access to essential technology.

• Provide Technical Support: Troubleshoot Windows 11 laptops, desktops, printers, docking stations, monitors, mobile devices, and peripherals.
• Resolve Issues: Diagnose hardware, software, network connectivity, VPN, and enterprise application problems.
• Support NCR Operations: Perform workstation installations, technology refreshes, office moves, equipment replacements, and conference room support.
• Manage ServiceNow Tickets: Document, track, and resolve incidents and requests while meeting established SLAs.
• Support Employee Transitions: Configure and deploy equipment for onboarding and recover assets during offboarding.
• Maintain IT Assets: Inventory, distribute, track, and recover equipment in accordance with Department procedures.
• Collaborate: Work with Help Desk, Network Operations, Cybersecurity, and engineering teams to resolve escalated issues.
• Ensure Compliance: Follow Department cybersecurity policies, approved software procedures, and equipment handling requirements.
• Deliver Customer Service: Provide responsive, professional onsite support to Department employees and executive personnel.

WHAT YOU'LL NEED TO SUCCEED

Education: Technical training, industry certification(s), or a degree in Information Technology or a related field.

Experience: 3+ years of IT support experience, preferably in an enterprise or federal government environment.

Technical Skills:

• Windows 10/11 desktop and laptop troubleshooting.
• Microsoft 365, Outlook, Teams, OneDrive, and Active Directory.
• ServiceNow or similar ITSM platforms.
• TCP/IP, DNS, DHCP, wireless networking, and VPN troubleshooting.
• Microsoft Intune, SCCM/MECM, and software deployment.
• IT asset management, hardware refreshes, and equipment lifecycle support.
• Strong communication, documentation, and customer service skills.

Citizenship: U.S. citizenship required.

Security Requirements: Must meet Department of Education background investigation and suitability requirements.

Role Requirements:

• Work onsite at Department facilities throughout the NCR.
• Travel between NCR locations as operational needs require.
• Independently manage assigned incidents and service requests.
• Follow ITIL processes, cybersecurity policies, and established procedures.
• Ability to lift and relocate IT equipment up to 40 pounds.
• Support occasional after-hours maintenance or critical incidents.

Preferred Qualifications:

• CompTIA A+, Network+, Security+, or ITIL certification.
• Microsoft technical certifications.
• Federal government IT support experience.
• Dell hardware and executive desktop support experience.

GDIT IS YOUR PLACE

• Growth: AI-powered career development tools and learning opportunities.
• Support: Internal mobility resources to advance your career.
• Rewards: Comprehensive benefits, 401(k) with company match, competitive pay, and paid time off.
• Community: Innovative, military-friendly workplace culture.

OWN YOUR OPPORTUNITY

Build your enterprise IT career at GDIT while delivering reliable, secure, and responsive desktop support to the U.S. Department of Education.