Help Desk Technician IV

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., 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

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, Years of Experience

5 + years of related experience

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

CompTIA Security+ CE | CompTIA - CompTIA Travel Required

Less than 10% Citizenship

• Shift: Monday - Friday 10am-6pm

• 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, The likely hourly rate for this position is between $34.00 - $46.00. 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.

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.