HELP DESK TECHNICIAN

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats., * Provide foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.

• Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
• Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
• Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
• Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
• Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
• Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
• Efficiently escalate complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.

• High School Diploma/GED and 1 year of related technical or customer support experience; OR
• An Associate’s Degree or higher in an IT-related discipline.
• Required Certifications: CompTIA Security+ required upon hire.
• Security Clearance Level: Active Top Secret with SCI Eligibility.
• Required Technical Skills: Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
• Required Skills and Abilities: Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test., Years of Experience

4 + years of related experience

• may vary based on technical training, certification(s), or degree Certification

The likely hourly rate for this position is between $26.44 - $35.78. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

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., We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.