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

General Dynamics Information Technology is seeking a Junior Help Desk Technician (Tier 1) to support onsite operations in Washington, DC. This role serves as the first point of contact for a government client, delivering routine IT support, hardware setup, and basic troubleshooting while upholding white-glove service and maintaining an active Top Secret clearance with SCI eligibility. The hourly rate ranges from 30.44 to 41.18, with information about benefits available through our total rewards program.

Benefits and rewards

The compensation for this position is shown as an hourly rate between 30.44 and 41.18, and salary is determined by experience, location, and contractual requirements. View information about benefits and our total rewards program.

Responsibilities

• Provide routine Tier 1 technical support to onsite and remote customers via phone, chat, email, and deskside assistance.
• Maintain a high level of customer service, professionalism, and empathy to deliver a premium, white-glove experience even when issues are challenging.
• Operate with minimal supervision on routine, repeatable technical tasks and standard desktop configurations.
• Support on-site installation, setup, and peripheral configuration of desktops, notebooks, printers, and mobile devices (iPads).
• Perform basic Tier 1 troubleshooting of Microsoft Windows and MacOS operating systems.
• Utilize standard administrative tools for Tier 1 identity management support, such as unlocking user accounts and verifying domain connectivity.
• Document, track, and manage customer incidents within a ticketing system, providing timely updates and clear communication regarding resolution status.
• Provide proactive follow-ups with customers to ensure issues are fully resolved prior to ticket closure.
• Contribute to a positive team environment by sharing common user issues and solutions to improve service delivery.
• Consistently meet team SLAs while maintaining high customer feedback ratings.

Requirements

• High School Diploma or GED with 2–3 years of related technical support experience; or an Associate’s Degree in an IT-related discipline with 0–1 year of related experience; or a Bachelor’s Degree or higher in an IT-related discipline.
• CompTIA Security+ certification required upon hire.
• Active Top Secret security clearance with SCI eligibility.
• Desktop/notebook troubleshooting, peripheral installation, basic Active Directory exposure, and enterprise ticketing system experience.
• Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English language assessment test.
• Location: On customer site in Washington, District of Columbia.

Technologies

• Microsoft Windows
• MacOS
• Active Directory
• Enterprise ticketing system

Work requirements

• 3+ years of related experience
• May vary based on technical training, certification(s), or degree
• Travel required 10-25%
• U.S. Citizenship required

Identity verification process

As part of the hiring process, you will complete an identity verification process that uses advanced biometrics and artificial intelligence to ensure authenticity and reduce identity fraud. Virtual interviews require on camera presence, and we reserve the right to capture your picture to verify identity. By proceeding, you authorize the collection, processing, and use of biometric data for identity verification and security purposes.

About our work

We are GDIT, a global technology and professional services company delivering solutions to government, defense, and intelligence clients across the United States. With about 26,000 experts and operations in 50+ countries, we provide capabilities in AI, cloud, cyber, and software development. Join our Talent Community to stay informed about career opportunities and events at gdit.com/tc.