Information Technology Support Specialist - TS/SCI w/Poly

**Type of Requisition:** Regular **Clearance Level Must Currently Possess:** Top Secret SCI + Polygraph **Clearance Level Must Be Able to Obtain:** Top Secret SCI + Polygraph **Public Trust/Other Required:** None **Job Family:** Technical Support Services **Job Qualifications:** **Skills:** Help Desk Software, Remote Support, Technical Issues **Certifications:** None **Experience:** 5 + years of related experience **US Citizenship Required:** Yes **Job Description:** HELP DESK TECHNICIAN IV Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT **Core Responsibilities** ● **Respond to user inquiries** via phone, email, chat, or ticketing systems. ● **Log and track support requests** using help desk ticketing system. ● **Diagnose and resolve basic technical issues** related to hardware, software, and network connectivity. ● **Provide step-by-step guidance** to users for troubleshooting common problems. ●​ **Escalate complex issues** to second-level support or specialized teams, when necessary, via ticketing system. ●​ **Provide guidance to less experienced professionals** mentoring new hires and trainees when necessary. **Technical Support Tasks** ● **Install, configure, and update software** on user devices. ● **Assist with password resets, account lockouts, and access issues.** ● **Support basic printer, scanner, and peripheral troubleshooting.** ● **Help maintain inventory of IT assets** (e.g., laptops, monitors, or accessories). **Documentation & Reporting** ● **Document and report solutions and procedures** for recurring issues for leadership review. ● **Maintain and report accurate records/tickets** of support interactions and resolutions. ● **Contribute to knowledge base articles** for fellow co-workers and users to assist at arriving at self service solutions. ● **Accurately create and submit tickets for users** containing all needed information and troubleshooting steps taken. **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 WHAT YOU’LL NEED TO SUCCEED 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: On-Site ● US Citizenship Required ● Required: CompTIA Security+ certification is required within 3 months of start date ● Shift: Monday - Friday 3pm-11pm CST ● This position is mission essential, may include work on holidays when required GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities…