Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Top Secret SCI + Polygraph
Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph
Public Trust/Other Required:
None
Job Family:
Technical Support Services
Job Qualifications:
Skills:
Help Desk Software, Remote Support, Technical Issues Certifications:
None Experience:
5 + years of related experience US Citizenship Required:
Yes
Job Description:
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
Key Responsibilities
Helpdesk / Web Queue Support
● Provide Web Queue Helpdesk support to users in alignment with SLA requirements.
● Respond to internal and external IT service requests via email, ticketing system, instant messaging, and phone.
Request Intake & Notification
● Acknowledge and provide user notification of receipt of web- or email-submitted requests.
● Ensure all relevant information is captured at the time of request intake.
Ticket Management (ServiceNow)
● Log and track all inquiries using the service request management database (e.g., ServiceNow).
● Maintain accurate history records and related documentation for all requests.
● Monitor ticket status to ensure timely progression and closure.
Categorization & Routing
● Promptly categorize and prioritize customer requests based on type, impact, and urgency.
● Generate and route requests that fall outside the primary area of responsibility to the appropriate internal or external support group.
● Escalate issues following established procedures when necessary.
Knowledge of Support Structure
● Maintain up‑to‑date knowledge of internal and external support groups, including their functions and escalation paths, to ensure accurate routing.
● Stay informed about changes in support processes, contacts, and tools that affect queue management.
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
Bring your technology expertise and drive for innovation to GDIT. The Help Desk Technician IV must have:
● Education: Associates of Arts/Associates of Science
● Experience: 5+ years of related experience
● Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools
● Security Clearance Level: TS/SCI w/Poly
● Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned
● Location: Annapolis Junction, MD
● US Citizenship Required
● Required: CompTIA Security+ certification is required within 3 months of start date
● Shift: Monday - Friday 2pm-10pm
● This position is mission essential, may include work on holidays when required
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
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