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

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

*Shift options listed at the bottom.

GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. 

Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. 

At GDIT, people are our differentiator. As an Associate Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on an Associate Help Desk Technician joining our team to bring professionalism, a white-glove customer service mindset, and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement.

HOW AN ASSOCIATE HELP DESK TECHNICIAN WILL MAKE AN IMPACT:

• Provide foundational Tier 1 technical support to onsite and remote customers via phone, chat, email, and ticketing systems.
• Deliver an exceptional, white-glove customer service experience by greeting users professionally, actively listening to their concerns, and maintaining a calm, reassuring, and highly attentive demeanor.
• Follow standard operating procedures (SOPs) and established documentation to resolve standard user requests (e.g., password resets, account lockouts).
• Demonstrate meticulous attention to detail, effective problem-solving abilities, and a commitment to first-contact resolution whenever possible.
• Document and track all customer incidents, requests, and troubleshooting steps accurately and clearly within a ticketing management system.
• Translate basic technical concepts into clear, non-technical instructions for users during white-glove troubleshooting sessions.
• Meet or exceed individual performance metrics, including first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) scores.
• Efficiently escalate complex technical issues to higher-tier teams when applicable, ensuring a warm handoff and clear documentation of work already performed so the customer never has to repeat themselves.

WHAT YOU’LL NEED TO SUCCEED:

Required Experience:

• High School Diploma/GED and 1 year of related technical or customer support experience; OR
• An Associate’s Degree or higher in an IT-related discipline.
• Required Certifications: CompTIA Security+ required upon hire.
• Security Clearance Level: Active Top Secret with SCI Eligibility.
• Required Technical Skills: Basic knowledge of Windows/MacOS, familiarity with Microsoft Office applications, and excellent phone/chat etiquette.
• Required Skills and Abilities: Excellent verbal and written communication, collaborative, and adaptable. Must be able to pass a basic English Language assessment test.
• Location: On Customer Site, Washington, District of Columbia

Mon-Fri shift
Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts)

Afternoons: 
Option 2: 1600-0000 Sat-Wed
Option 3: 1600-0000 Thu-Mon

Overnights:
Option 4: 0000-0800 Sat-Wed
Option 5: 0000-0800 Thu-Mon

*everyone must work 4 holidays a year

Work Requirements

Years of Experience

4 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

10-25%

Citizenship

U.S. Citizenship Required