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

- **Company:** General Dynamics Information Technology
- **Location:** Washington, DC, United States
- **Salary:** $54,995.0 - $74,422.0
- **Contract:** Permanent contract
- **Skills:** Apple Mac Systems, CompTIA Security+, Issue Tracking Systems, Microsoft Office, Information Technology
- **Published:** October 26, 2026
- **Apply:** https://www.dcjobsite.com/job.asp?id=3467223629&tx=FK4946FFL&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, 4 + years of related experience, * High School Diploma/GED and 1 year of related technical or customer support experience; OR

 * An Associate'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: Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
 * 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 foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
 * Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
 * Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
 * Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
 * Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
 * Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
 * Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
 * Efficiently escalate complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.