Help Desk Technician III

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Computer Hardware, Microsoft Office, Operating Systems (OS), Remote Access, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

Support mission-critical initiatives and enable the growth of our business as a Help Desk Technician III at GDIT. Here, you’ll become an integral part of how GDIT is able to ensure the safety and security of our nation.

MEANINGFUL WORK AND PERSONAL IMPACT:

• Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices. Password reset assistance, and supporting multiple customers within a 24/7/365 support environment.
• You'll be integral to a collaborative help desk team, actively participating in daily stand-ups, knowledge-sharing sessions, and collaborative problem-solving. Your interactions will involve clear communication, active listening, and a willingness to offer and receive support to ensure the team meets service-level agreements and delivers exceptional user experience.
• You'll seamlessly collaborate with senior technicians and other IT specialists when faced with complex or escalating issues.
• Includes joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures. You'll also work together to identify trends, develop permanent solutions, and document best practices to minimize future disruptions.
• Our team fosters a culture of continuous learning and mutual respect. We encourage open dialogue, celebrate successes together, and provide constructive feedback to help each other grow. You'll find a supportive environment where your contributions are valued, and your initiative to improve processes and share insights is highly encouraged.
• You will manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly. Your work is meaningful because you are the front line of support, enabling your colleagues to perform their jobs efficiently and effectively.
• You'll be instrumental in minimizing downtime and ensuring a smooth, productive IT environment, directly contributing to the organization's overall mission.
• You will regularly leverage your expertise in Windows operating systems, Microsoft Office Suite, and standard network protocols. Strong diagnostic skills will be essential as you troubleshoot hardware and software issues.
• You'll utilize ticketing systems (e.g., ServiceNow, Jira, etc.) to manage requests, possibly using remote desktop tools for direct user assistance, and a variety of diagnostic utilities to pinpoint and resolve technical problems.
• Your communication skills will be paramount in translating technical jargon into understandable language for users and collaborating effectively with your team.

WHAT YOU'LL NEED TO SUCCEED:
● Education: High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment is required

● Required Experience: Experience in a technical support or help desk role in a corporate environment, demonstrating a strong understanding of IT OR infrastructure and user support best practices.

● Required Technical Skills: Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting, Active Directory user and group management, basic networking concepts (TCP/IP, DNS), and experience with ticketing systems (e.g., ServiceNow)
● Required: Ability to work flexible hours, including evenings, weekends, and holidays, as part of a 24x7x365 support model driven by customer needs.
● Required Skills and Abilities: Excellent verbal and written communication skills, strong problem-solving and analytical abilities, a customer centric approach, ability to work independently and as part of a team, and strong organizational skills with attention to detail.

● Preferred Skills: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, and certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira.

● Location: Remote

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

OWN YOUR OPPORTUNITY
Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your sense of ownership and pride in the meaningful work we do.

The likely hourly rate for this position is between $21.33 - $28.85. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans