> Markdown version of [/jobs/ext/3668244-help-desk-technician-iv](https://www.wearedevelopers.com/jobs/ext/3668244-help-desk-technician-iv). 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 IV

- **Company:** General Dynamics Information Technology
- **Location:** Annapolis Junction, MD, United States
- **Experience:** Expert
- **Salary:** $70,720.0 - $95,680.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Biometrics, CompTIA Security+, Routing, Queue Management Systems, Remote Access Technology, Computer Equipment
- **Published:** October 10, 2026
- **Apply:** https://gdit.wd5.myworkdayjobs.com/External_Career_Site/job/USA-MD-Annapolis-Junction/Information-Technology-Support-Specialist---TS-SCI-w-Poly_RQ229993-1/apply

## About the Role

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

## 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., 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