This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Support mission-critical initiatives and enable the growth of our business as a Help Desk Technician III at GDIT. Here, you’ll become an integral part of how GDIT is able to ensure the safety and security of our nation.

• Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices.
• Password reset assistance, and supporting multiple customers within a 24/7/365 support environment.
• Actively participates in daily stand-ups, knowledge-sharing sessions, and collaborative problem-solving.
• Collaborates with senior technicians and other IT specialists when faced with complex or escalating issues.
• Includes joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses.
• Identifies trends, develops permanent solutions, and documents best practices to minimize future disruptions.
• Manages a queue of technical support requests, prioritizes impact-based issues, and documents resolutions thoroughly.
• Regularly leverages expertise in Windows operating systems, Microsoft Office Suite, and standard network protocols.
• Utilizes ticketing systems (e.g., ServiceNow, Jira) to manage requests and possibly uses remote desktop tools for direct user assistance.
• Translates technical jargon into understandable language for users and collaborates effectively with the team.

Qualifications

• Education: High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment.
• Required Experience: Experience in a technical support or help desk role in a corporate environment.
• Required Technical Skills: Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting, Active Directory user and group management, basic networking concepts (TCP/IP, DNS), and experience with ticketing systems (e.g., ServiceNow).
• Ability to work flexible hours, including evenings, weekends, and holidays, as part of a 24x7x365 support model.
• Required Skills and Abilities: Excellent verbal and written communication skills, strong problem-solving and analytical abilities, a customer-centric approach, ability to work independently and as part of a team, and strong organizational skills with attention to detail.
• Preferred Skills: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, and certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Full flex work weeks where possible.
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
• Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.