On site in Washington, DC, this Help Desk Technical Support role provides round‑the‑clock service desk assistance to a federal client under a General Dynamics Information Technology contract. You will report to the Service Desk Manager or Shift Lead and be part of a team delivering reliable IT support around the clock from our DC facility.
Responsibilities
- Provide user support and customer service on company supported computer applications and platforms
- Use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests
- Troubleshoot issues and advise on appropriate action
- Ensure prompt resolution of issues
- Escalate issues to Tier 2 or shift lead
- Track all issues to closure
- Respond to user requests via phone and email
Requirements
- The applicant must have a technical background
- Experience working on service desk teams supporting IT services (Desired)
- Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc… (Desired)
- The ability to resolve technical and other types of issues with little oversight
- Strong oral and written communications skills
- Technical certifications (Desired)
- 3 years relevant experience with an Associate degree or in lieu of a degree is acceptable
- Technical degree preferred
- Contract requires US Citizenship and the candidate must be able to obtain a public trust
Technologies
- ServiceNow
- Remedy
- SCSM
- Azure Fundamentals (AZ-900)
- ITIL Foundation
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
Work Requirements
- 4+ years of related experience
- May vary based on technical training, certification(s), or degree
- Azure Fundamentals (AZ-900) - Microsoft
- CompTIA Security+ - CompTIA
- ITIL Foundation - ITIL
- None
- U.S. Citizenship Required
Salary and Benefit Information
The likely hourly rate for this position is USD 25 - 28 per hour. This is not a guarantee of compensation; final pay is determined by experience, location, and contractual requirements and could fall outside this range. The likely range is supplemented by guidance indicating ranges such as 25.63 to 28.75 per hour in related postings.
Identity Verification Process
As part of the hiring process, you will complete an identity verification process that uses biometric data and artificial intelligence to confirm authenticity and prevent identity fraud. Virtual interviews may require you to be on camera, and there may be collection of biometric data for verification and security purposes. By proceeding, you authorize the collection, processing, and use of such data for identity verification.
About Our Work
We are GDIT, a global technology and professional services company delivering solutions to government agencies, defense, and intelligence communities. Our team of 26,000 experts applies technology to create immediate value, operating across more than 50 countries and delivering capabilities in AI, cloud, cyber, and software development at the edge of innovation.
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