# Information Technology Support Specialist - TS/SCI w/Poly

**Company**: GDIT
**Location**: Annapolis Junction, MD
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $34.00 - $46.00 per hour
**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_RQ229993-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d0fd0769-515

## Description

Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT. Advance how customers operate while advancing your own career.

**Key Responsibilities:**

- Provide Web Queue Helpdesk support to users in alignment with SLA requirements.

- Respond to internal and external IT service requests via email, ticketing system, instant messaging, and phone.

- Acknowledge and provide user notification of receipt of web- or email-submitted requests.

- Log and track all inquiries using the service request management database (e.g., ServiceNow).

- Maintain accurate history records and related documentation for all requests.

- Monitor ticket status to ensure timely progression and closure.

- Promptly categorize and prioritize customer requests based on type, impact, and urgency.

- Generate and route requests that fall outside the primary area of responsibility to the appropriate internal or external support group.

- Escalate issues following established procedures when necessary.

- Maintain up-to-date knowledge of internal and external support groups, including their functions and escalation paths.

- Stay informed about changes in support processes, contacts, and tools that affect queue management.

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

- Communicate technical information clearly to non-technical users.

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

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

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

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

**Requirements:**

- 5+ years of related experience

- Education: Associate's degree

- Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools

- Security Clearance Level: TS/SCI w/Poly

- Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned

- Location: Annapolis Junction, MD

- US Citizenship Required

- CompTIA Security+ certification is required within 3 months of start date

**Benefits:**

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Full flex work weeks where possible

- Paid parental, military, bereavement, and jury duty leave

- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance

## Skills

### Required
- Help Desk Software
- Remote Support
- Technical Issues
- ServiceNow
- 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_RQ229993-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)