Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Customer Service, Information Technology (IT) Support, Microsoft Office Certifications: None Experience: 3 + years of related experience US Citizenship Required: Yes 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 a Mid-Level Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Mid-Level Help Desk Technician joining our team to bring independent problem-solving, advanced operating system knowledge, and process-driven documentation skills to a fast-paced environment. HOW A MID-LEVEL HELP DESK TECHNICIAN WILL MAKE AN IMPACT: Provide independent Tier 1 technical support to diagnose and resolve complex hardware, software, and localized network issues. Act as a customer service champion, de-escalating tense technical situations with VIP users, executives, or critical operational stakeholders through dedicated, white-glove communication and meticulous follow-through. Identify recurring incident trends within Tier 1 queues and actively author internal knowledge base articles and customer-facing self-service documentation to improve the user experience. Manage user environments using Active Directory (managing security groups, organizational units) and provide administration support for Microsoft Office 365 products. Utilize advanced Tier 1 skills to set up shared drives, map network drives, install/update software, and resolve profile and registry issues. Isolate and resolve complex workstation issues to ensure minimal downtime for critical on-site and remote personnel. Review ticket logs and queue workflows to ensure all user communications are clear, professional, and compliant with program white-glove standards. Analyze customer satisfaction (CSAT) data and feedback trends to recommend adjustments to service protocols and enhance the overall user journey. Coordinate with other operational teams to ensure cross-departmental technical issues are resolved seamlessly without disrupting the end-user experience. WHAT YOU’LL NEED TO SUCCEED: Required Experience: High School Diploma/GED and a minimum of 4–5 years of progressive technical support experience; OR #J-18808-Ljbffr gdit