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**Req ID:** RQ210271

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Top Secret SCI + Polygraph

**Public Trust/Other Required:** None

**Job Family:** Technical Support Services

Skills:

Computer Repairs,Help Desk Support,Information Technology (IT),Remote Support,Troubleshooting Hardware

Certifications:

Security+ - CompTIA - CompTIA

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as an Information Technology Support Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiators. As an Information Technology Support Specialist you will help ensure today is safe and tomorrow is smarter. Our work depends on an Information Technology Support Specialist joining our team to provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone.

HOW AN INFORMATION TECHNOLOGY SUPPORT SPECIALIST WILL MAKE AN IMPACT

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.

WHAT YOU’LL NEED TO SUCCEED:

• Required Experience: 3+ 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 before start date

• 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

GDIT IS YOUR PLACE:

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities

• Support: An internal mobility team focused on helping you achieve your career goals

• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

• Community: Award-winning culture of innovation and a military-friendly workplace

\#GREENWAY

The likely hourly rate for this position is between $34.00 - $46.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans