Service Desk Specialist

Service Desk Specialist

At GDIT, people are our differentiators. We're seeking a customer-focused Tier II Service Desk Specialist who thrives in a collaborative team environment and excels at problem-solving. The ideal candidate will provide technical support and troubleshooting services for IT systems, software, and hardware, while maintaining high levels of customer service and professionalism. Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

Responsibilities:

• Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently.
• Deliver end-user training on hardware/software usage.
• Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs).
• Communicate resolutions and status updates effectively to users and senior staff.
• Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides.
• Participate in meetings, training, and specialized projects.
• Handle after-hours on-call support as required.
• Support 24x7x365 Service Desk operations.
• Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.

What You'll Need To Succeed:

• Education: High School Diploma. Associate or bachelor's preferred
• Experience: 2+ years of related experience

Technical Skills:

• Proficient in MS Office, Internet Explorer, SharePoint, Java, Adobe Acrobat, and Outlook in Exchange Server environments.
• Experience with Active Directory, networked printers, SCCM/MECM, remote support tools, ITSM ticketing systems (e.g., ServiceNow).
• Knowledge of DoW STIGs/IAVMs and ACAS.
• Security clearance level: Active SECRET clearance required, with ability to maintain.
• US citizenship required
• Certifications: Must have active/Current CompTIA Security+ ce certification upon start. If you start with only a Security+ ce, continued employment will be contingent on receiving the Computing environment certification within 3 months after your start date.
• Location: TARC Arlington, VA (Potential for telework after onboarding).
• Shift: M-F, with flexibility for alternate shifts including weekends and holidays, as needed.
• Travel: Less than 10%. Most team members do not travel.

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 $24.52 - $33.18. 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: Hybrid

Work Location: USA VA Arlington

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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans