Associate Help Desk Technician - Tier 1

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, Problem Resolution

Certifications:

None

Experience:

4 + 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 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

The likely hourly rate for this position is between $26.44 - $35.78. 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:

10-25%

Telecommuting Options:

Onsite

Work Location:

USA DC Washington

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.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

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans