Help Desk Technician III

As a Help Desk Technician III, you will provide hands-on desktop support to Department of Education employees throughout the National Capital Region (NCR). You will troubleshoot technical issues, deploy and maintain IT equipment, and ensure employees have reliable access to essential technology.

• Provide Technical Support: Troubleshoot Windows 11 laptops, desktops, printers, docking stations, monitors, mobile devices, and peripherals.
• Resolve Issues: Diagnose hardware, software, network connectivity, VPN, and enterprise application problems.
• Support NCR Operations: Perform workstation installations, technology refreshes, office moves, equipment replacements, and conference room support.
• Manage ServiceNow Tickets: Document, track, and resolve incidents and requests while meeting established SLAs.
• Support Employee Transitions: Configure and deploy equipment for onboarding and recover assets during offboarding.
• Maintain IT Assets: Inventory, distribute, track, and recover equipment in accordance with Department procedures.
• Collaborate: Work with Help Desk, Network Operations, Cybersecurity, and engineering teams to resolve escalated issues.
• Ensure Compliance: Follow Department cybersecurity policies, approved software procedures, and equipment handling requirements.
• Deliver Customer Service: Provide responsive, professional onsite support to Department employees and executive personnel., * Work onsite at Department facilities throughout the NCR.
• Travel between NCR locations as operational needs require.
• Independently manage assigned incidents and service requests.
• Follow ITIL processes, cybersecurity policies, and established procedures.
• Ability to lift and relocate IT equipment up to 40 pounds.
• Support occasional after-hours maintenance or critical incidents.

Education: Technical training, industry certification(s), or a degree in Information Technology or a related field.

Experience: 3+ years of IT support experience, preferably in an enterprise or federal government environment.

Technical Skills:

• Windows 10/11 desktop and laptop troubleshooting.
• Microsoft 365, Outlook, Teams, OneDrive, and Active Directory.
• ServiceNow or similar ITSM platforms.
• TCP/IP, DNS, DHCP, wireless networking, and VPN troubleshooting.
• Microsoft Intune, SCCM/MECM, and software deployment.
• IT asset management, hardware refreshes, and equipment lifecycle support.
• Strong communication, documentation, and customer service skills., * CompTIA A+, Network+, Security+, or ITIL certification.
• Microsoft technical certifications.
• Federal government IT support experience.
• Dell hardware and executive desktop support experience., Years of Experience

3 + years of related experience

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

• Support: Internal mobility resources to advance your career.
• Rewards: Comprehensive benefits, 401(k) with company match, competitive pay, and paid time off.
• Community: Innovative, military-friendly workplace culture.

OWN YOUR OPPORTUNITY

Build your enterprise IT career at GDIT while delivering reliable, secure, and responsive desktop support to the U.S. Department of Education., The likely hourly rate for this position is between $28.61 - $38.71. 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.