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# Junior Help Desk Technician (Tier 1) - All shifts available - Active Top Secret required

- **Company:** General Dynamics Information Technology
- **Location:** Washington, DC, United States
- **Experience:** Starter
- **Salary:** $63,315.0 - $85,654.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Apple Mac Systems, CompTIA Security+, Identity and Access Management, Issue Tracking Systems, Information Technology, User Accounts
- **Published:** October 26, 2026
- **Apply:** https://www.dcjobsite.com/job.asp?id=3467223671&tx=FP5148FFL&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

Customer Service,Information Technology (IT) Support,Problem Resolution, 3 + years of related experience, * High School Diploma/GED and a minimum of 2-3 years of related technical support experience; OR

 * An Associate's Degree in an IT-related discipline and 0-1 year of related experience; OR
 * A Bachelor'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: Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
 * Required Skills and Abilities: Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.
 * Location: On Customer Site, Washington, District of Columbia

## Description

* Provide routine Tier 1 technical support to onsite and remote customers via phone, chat, email, and deskside assistance.
 * Maintain a high level of customer service, professionalism, and empathy, ensuring every user receives a premium, white-glove experience even when handling complex or frustrating technical issues.
 * Operate with minimal supervision on routine, repeatable technical tasks and standard desktop configurations.
 * Support the on-site installation, setup, and peripheral configuration of desktops, notebooks, printers, and mobile devices (iPads).
 * Perform basic Tier 1 troubleshooting of Microsoft Windows and MacOS operating systems.
 * Utilize standard administrative tools for Tier 1 identity management support (e.g., unlocking user accounts, verifying domain connectivity).
 * Document, track, and manage customer incidents within a ticketing management system, ensuring timely updates and clear, polite communication back to the user regarding resolution status.
 * Provide proactive follow-ups with customers to ensure their issues are fully resolved to their satisfaction before closing tickets.
 * Actively contribute to a positive team environment by sharing common user issues and solutions with peers to improve collective service delivery.
 * Consistently meet team service level agreements (SLAs) while maintaining top-tier customer feedback ratings.