> Markdown version of [/jobs/ext/2709979-help-desk-technician](https://www.wearedevelopers.com/jobs/ext/2709979-help-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # HELP DESK TECHNICIAN - **Company:** General Dynamics Information Technology - **Location:** Washington, DC, United States - **Experience:** Experienced - **Salary:** $72,883.0 - $98,592.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Biometrics, CompTIA Security+, User Environment Management - **Published:** September 4, 2026 - **Apply:** https://gdit.wd5.myworkdayjobs.com/External_Career_Site/job/USA-DC-Washington/Mid-Level-Help-Desk-Technician--Tier-1----all-shifts-available---Active-Top-Secret--Required_RQ223147-1/apply ## About the Role * 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 ## Description 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. ## Related Videos - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Biometric Phone Chargers, $40m Domain Names & AI Movies Winning Awards - Peter Kröner](https://www.wearedevelopers.com/videos/1810-biometric-phone-chargers-40m-domain-names-ai-movies-winning-awards-peter-kroner) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WeAreDevelopers LIVE - What Development and Tattoos Have in Common and more](https://www.wearedevelopers.com/videos/1380-wearedevelopers-live-what-development-and-tattoos-have-in-common-and-more) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking)