Description
Advance your career as a Help Desk Technician IV at GDIT, supporting enterprise IT and collaborating with driven professionals.
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.
- 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.
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.
- 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, providing 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.
Requirements
- Education: Associate's degree
- Experience: 5+ years of related experience
- 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: On-Site in Annapolis Junction, MD
- US Citizenship Required
- Required: CompTIA Security+ certification is required within 3 months of start date