# Help Desk Technician IV

**Company**: GDIT
**Location**: Annapolis Junction, MD
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $34.00 - $46.00
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Information-Technology-Support-Specialist---TS-SCI-w-Poly_RQ226769-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_400b67fe-10c

## Description

Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT. You will collaborate with people who are driven and resourceful.

**Core Responsibilities**

- Respond to user inquiries via phone, email, chat, or ticketing systems.

- Log and track support requests using help desk ticketing system.

- Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.

- Provide step-by-step guidance to users for troubleshooting common problems.

- Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.

- Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.

**Technical Support Tasks**

- Install, configure, and update software on user devices.

- Assist with password resets, account lockouts, and access issues.

- Support basic printer, scanner, and peripheral troubleshooting.

- Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

**Documentation & Reporting**

- Document and report solutions and procedures for recurring issues for leadership review.

- Maintain and report accurate records/tickets of support interactions and resolutions.

- Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.

- Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

**Customer Service & Communication**

- Maintain a professional and empathetic tone when dealing with users and co-workers.

- Communicate technical information clearly to non-technical users.

- Document and reply provide updates on ticket status and possible resolutions.

- Actively participate in team environment assisting co-workers when needed.

**Compliance & Security**

- Ensure adherence to all IT and departmental policies and procedures.

- Report potential security incidents or breaches to appropriate teams or team leaders.

The likely hourly rate for this position is between $34.00 - $46.00.

## Skills

### Required
- Help Desk Software
- Remote Support
- Technical Issues
- CompTIA Security+

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Information-Technology-Support-Specialist---TS-SCI-w-Poly_RQ226769-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)