# Mid-Level Help Desk Technician (Tier 1)

**Company**: GDIT
**Location**: Washington, DC
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $35.04 - $47.40 per hour
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Mid-Level-Help-Desk-Technician--Tier-1----all-shifts-available---Active-Top-Secret--Required_RQ229104-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_64d808ad-3ca

## Description

GDIT has an opportunity for a Mid-Level Help Desk Technician to provide IT support to prestigious government clients. As a Help Desk Technician, you will be the first point of contact and exhibit technical and customer service skills to resolve issues efficiently.

**Responsibilities:**

- Provide independent Tier 1 technical support for hardware, software, and network issues.

- Act as a customer service champion, de-escalating tense situations with VIP users.

- Identify recurring incident trends and author internal knowledge base articles.

- Manage user environments using Active Directory and provide administration support for Microsoft Office 365.

- Utilize advanced Tier 1 skills for tasks such as setting up shared drives and resolving profile issues.

- Isolate and resolve complex workstation issues to minimize downtime.

- Review ticket logs and analyze customer satisfaction data to enhance the user journey.

- Coordinate with other teams to resolve technical issues seamlessly.

**Requirements:**

- High School Diploma/GED and 4-5 years of progressive technical support experience, or equivalent education and experience.

- Active Top Secret clearance with SCI eligibility.

- CompTIA Security+ certification required upon hire.

- Advanced Windows & MacOS troubleshooting, Microsoft 365 administration, and Active Directory management skills.

- Excellent verbal and written communication, collaborative, and adaptable.

**Benefits:**

- Medical, dental, and vision plans.

- 401(k) plan with company match.

- Paid time off plans, including vacation, sick and personal time, holidays, and parental leave.

- Short and long-term disability benefits, life insurance, and accidental death and dismemberment insurance.

**Shift Options:**

- Mon-Fri, 0800-1630.

- Afternoons: 1600-0000, Sat-Wed or Thu-Mon.

- Overnights: 0000-0800, Sat-Wed or Thu-Mon.

**Salary:**

- $35.04 - $47.40 per hour.

## Skills

### Required
- Customer Service
- Information Technology (IT) Support
- Microsoft Office
- Active Directory
- Microsoft 365 administration
- Windows & MacOS troubleshooting

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Mid-Level-Help-Desk-Technician--Tier-1----all-shifts-available---Active-Top-Secret--Required_RQ229104-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)