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# Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

- **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, CompTIA Security+, Network Troubleshooting, Microsoft Office, User Environment Management, Information Technology
- **Published:** October 26, 2026
- **Apply:** https://www.dcjobsite.com/job.asp?id=3467223670&tx=UT5147TTZ&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,Microsoft Office, 3 + years of related 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.
 * Location: On Customer Site, Washington, District of Columbia

## Description

* 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.