Information Technology Support Specialist - Ts/sci W/poly

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 include:

• Responding to user inquiries via phone, email, chat, or ticketing systems.
• Logging and tracking support requests using help desk ticketing system.
• Diagnosing and resolving basic technical issues related to hardware, software, and network connectivity.
• Providing step-by-step guidance to users for troubleshooting common problems.
• Escalating complex issues to second-level support or specialized teams, when necessary, via ticketing system.
• Providing guidance to less experienced professionals mentoring new hires and trainees when necessary.

Technical support tasks include:

• Installing, configuring, and updating software on user devices.
• Assisting with password resets, account lockouts, and access issues.
• Supporting basic printer, scanner, and peripheral troubleshooting.
• Helping maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & reporting includes:

• Documenting and reporting solutions and procedures for recurring issues for leadership review.
• Maintaining and reporting accurate records/tickets of support interactions and resolutions.
• Contributing to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.
• Accurately creating and submitting tickets for users containing all needed information and troubleshooting steps taken.

Customer service & communication includes:

• Maintaining a professional and empathetic tone when dealing with users and co-workers.
• Communicating technical information clearly to non-technical users.
• Documenting and replying to provide updates on ticket status and possible resolutions.
• Actively participating in team environment assisting co-workers when needed.

Compliance & security includes:

• Ensuring adherence to all IT and departmental policies and procedures.
• Reporting potential security incidents or breaches to appropriate teams or team leaders.

What you'll need to succeed:

• 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 6am - 2pm
• 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 to grow alongside colleagues who share your desire to drive operations forward.

The likely hourly rate for this position is between $34.00 - $46.00. 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.

Scheduled weekly hours: 40

Travel required: Less than 10%

Telecommuting options: Onsite

Work location: USA TX San Antonio

Additional work locations:

Total rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.