Information Technology Support Specialist - TS/SCI w/Poly

Help Desk Technician IVAdvance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. Meaningful work and personal impact core responsibilities include:Responding to user inquiries via phone, email, chat, or ticketing systems.Logging and tracking support requests using help desk ticketing system.Diagnosing and resolving basic technical issues related to hardware, software, and network connectivity.Providing step-by-step guidance to users for troubleshooting common problems.Escalating complex issues to second-level support or specialized teams, when necessary, via ticketing system.Providing guidance to less experienced professionals mentoring new hires and trainees when necessary.Technical support tasks include:Installing, configuring, and updating software on user devices.Assisting with password resets, account lockouts, and access issues.Supporting basic printer, scanner, and peripheral troubleshooting.Helping maintain inventory of IT assets (e.g., laptops, monitors, or accessories).Documentation and reporting include:Documenting and reporting solutions and procedures for recurring issues for leadership review.Maintaining and reporting accurate records/tickets of support interactions and resolutions.Contributing to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.Accurately creating and submitting tickets for users containing all needed information and troubleshooting steps taken.Customer service and communication include:Maintaining a professional and empathetic tone when dealing with users and co-workers.Communicating technical information clearly to non-technical users.Documenting and replying to provide updates on ticket status and possible resolutions.Actively participating in team environment assisting co-workers when needed.Compliance and security include:Ensuring adherence to all IT and departmental policies and procedures.Reporting potential security incidents or breaches to appropriate teams or team leaders.What you'll need to succeed:Education: Associates of Arts/Associates of ScienceExperience: 5+ years of related experienceRequired technical skills: Installs, modifies, and repairs computer hardware and software using remote access toolsSecurity clearance level: TS/SCI w/PolyRequired skills and abilities: Maintains current knowledge of relevant technology as assignedLocation: On-site US citizenship requiredCompTIA Security+ certification is required within 3 months of start dateShift: Monday - Friday 3pm-11pm CSTThis position is mission essential, may include work on holidays when required.GDIT is your place. At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth, support, rewards, and community are what we offer. 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.