Service Desk Technician

Type of Requisition: Regular Clearance Level Must Currently Possess: Interim Secret Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Communication, Customer Satisfaction, Information Technology (IT), Technical Support, Troubleshooting Certifications: None Experience: 3 + years of related experience US Citizenship Required: Yes Job Description: Overview GDIT/ARMA-Global is currently pursuing a qualified candidate to serve as a Service Desk Technician supporting the sustainment, troubleshooting, and customer‑focused delivery of critical technologies for our customers. Company Overview GDIT/ARMA‑Global is a full‑service integrator delivering a wide range of Information Technology services to Government and Commercial clients. We bring extensive experience in overseeing the design, implementation, execution, and sustainment of domestic and international programs, emphasizing no‑fail mission support. GDIT/ARMA‑Global prides itself on providing creative solutions to client challenges through talent and expertise committed to customer success. Location Onsite - Mary Esther, FL Responsibilities As a Service Desk Technician, you will be the first‑line responder for service requests, incidents, and user-reported issues. You will ensure timely and professional support, maintain system sustainment activities, and work closely with system administrators and engineers to enhance customer experience and service quality In this role, you will: Receive, triage, and process all service requests, incidents, and issues as the primary technical focal point for users Provide Tier‑I and Tier‑II support to diagnose and resolve user‑reported problems across hardware, software, applications, and services Use approved ITSM and incident management ticketing systems to log, track, update, route, and resolve user issues Communicate professionally with customers to gather details, troubleshoot issues, and provide status updates Identify recurring support trends and provide feedback to senior administrators and engineers for service improvement opportunities Participate in call script development, call flow refinement, and incident trend analysis to improve efficiency Support the development, maintenance, and update of sustainment documentation, SOPs, checklists, and lifecycle artifacts Provide remote support using mirroring or remote-access tools for distributed and global users Assist with installation, configuration, and basic troubleshooting of client hardware, software, and peripherals Escalate issues appropriately based on severity, impact, and technical complexity Maintain professionalism, customer-service focus, and a willingness to support fast-paced operational requirements Work closely with cross-functional teams in a Dev/Ops environment to relay operational feedback, reduce call volume, and enhance user satisfaction Support routine system checks, daily operational verifications, and basic maintenance tasks as required Role-Specific Knowledge Skills and Abilities: Strong customer-service skills and ability to engage positively with users of varied technical proficiency Familiarity with incident management processes and experience using ITSM platforms or ticketing suites Ability to multitask, prioritize, and adjust actions based on decision matrices or leadership guidance Basic understanding of IT fundamentals including hardware, software, networks, authentication, and system access Experience troubleshooting common workstation or platform issues (profiles, password resets, access problems, configuration issues) Ability to create and maintain sustainment documentation, system support artifacts, and SOPs Ability to communicate effectively with technical and non‑technical audiences Ability to work independently or within a collaborative team environment Professional demeanor, patience, and a commitment to customer satisfaction Strong written and verbal communication skills Desire for continuous learning and professional growth Ability to support fast-paced operational environments and real-time support needs Security Requirements Must have a SECRET clearance with the ability to obtain an SCI (TS/SCI) Physical Demands Lift over 35 LBS Work Environment Work is primarily performed in an administrative office environment Education, Certification and Experience Requirements 3+ years of experience supporting IT systems or service desk operations Certifications; Current DoD 8570.01-M IAT Level II certification (Sec+ CE or equivalent) Required ITIL v3 Foundation Desired

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
• Flexibility: Full-flex work week to own your priorities at work and at home ***remove if ineligible***
• 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 salary range for this position is $51,000 - $69,000. 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: None Telecommuting Options: Onsite Work Location: USA FL Mary Esther 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. Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans