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 independent Tier 1 technical support to diagnose and resolve complex hardware, software, and localized network issues.

• Act as a customer service champion, de-escalating tense technical situations with VIP users, executives, or critical operational stakeholders through dedicated, white-glove communication and meticulous follow-through.
• Identify recurring incident trends within Tier 1 queues and actively author internal knowledge base articles and customer-facing self-service documentation to improve the user experience.
• Manage user environments using Active Directory (managing security groups, organizational units) and provide administration support for Microsoft Office 365 products.
• Utilize advanced Tier 1 skills to set up shared drives, map network drives, install/update software, and resolve profile and registry issues.
• Isolate and resolve complex workstation issues to ensure minimal downtime for critical on-site and remote personnel.
• Review ticket logs and queue workflows to ensure all user communications are clear, professional, and compliant with program white-glove standards.
• Analyze customer satisfaction (CSAT) data and feedback trends to recommend adjustments to service protocols and enhance the overall user journey.
• Coordinate with other operational teams to ensure cross-departmental technical issues are resolved seamlessly without disrupting the end-user experience.

• High School Diploma/GED and a minimum of 4-5 years of progressive technical support experience; OR
• An Associate’s Degree in an IT-related discipline and 2-3 years of experience; OR
• A Bachelor’s Degree in an IT-related discipline and 0-1 year of experience; OR
• A Master’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: Advanced Windows & MacOS troubleshooting, Microsoft 365 administration, Active Directory management, shared drive mapping, and basic network connectivity diagnostics.
• 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

3 + years of related experience

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

The likely hourly rate for this position is between $35.04 - $47.40. 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.