Information Technology Support Specialist (Active TS/SCI /wPoly)

Clearance Level Top Secret SCI \+ Polygraph Category Technical Support Services Location Annapolis Junction, Maryland *(**Onsite Workplace**)* Key Skills For Success Computer Hardware Information Technology (IT) Support Remote Access Remote Support Technical Support ##### **REQ\#:****RQ228620** ##### **Public Trust:****None** ##### **Requisition Type:****Regular** ##### **Your Impact** Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats. **Job Description** ------------------- HELP DESK TECHNICIAN IV Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician IV and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL 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 Bring your technology expertise and drive for innovation to GDIT. The