Service Desk Specialist

Service Desk Specialist - Mon-Fri (7am-4pm) 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. 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, and ITSM ticketing systems (e.g., ServiceNow). Knowledge of DoD STIGs/IAVMs and ACAS. Security clearance level: Active SECRET clearance required, with ability to maintain. US citizenship required. Location: TARC Arlington, VA (Potential for telework after onboarding). Shift: Monday‑Friday, with flexibility for alternate shifts including weekends and holidays as needed. Travel: Less than 10%. Most team members do not travel. Certifications CompTIA Security+ CE | CompTIA Compensation and Hours 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 Benefits Our benefits package for all U.S.-based employees includes a variety of medical plan options, including Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan with pre‑ and post‑tax contributions and company match. Additional benefits include paid time off, vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave, short and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance. Equal Opportunity Employer Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans. #J-18808-Ljbffr