Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Other

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

BI Full 6C (T4)

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Customer Service, Microsoft Office, Remote Support, Technical Support, Troubleshooting

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

Yes

Job Description:

Desktop Support Technician – Job Summary

Provides hands-on desktop and technical support for end-user hardware and software within a dynamic enterprise environment. Troubleshoots and resolves issues related to laptops, desktops, and peripherals while delivering timely, professional, and customer-focused support.

This role requires direct interaction with users; therefore, strong communication skills are essential. The technician must be able to translate technical concepts into clear, user-friendly language while maintaining a high standard of customer service, professionalism, and responsiveness.

Key Responsibilities

End-User Support & Troubleshooting

• Provide onsite and remote support for desktops, laptops, and peripherals (printers, monitors, docking stations, etc.)
• Diagnose and resolve hardware, software, and connectivity issues
• Communicate technical issues and remediation steps clearly to end users
• Provide timely updates and ensure resolution meets customer expectations

Device Configuration & Deployment

• Configure, install, and deploy desktops, laptops, and peripherals
• Perform system imaging, re-imaging, and new equipment deployments
• Install and configure operating systems, applications, and security software
• Ensure devices are compliant with organizational security and patching standards

Software & Application Support

• Troubleshoot and support enterprise applications and Microsoft Office suite
• Support applications interacting with backend servers and third-party systems
• Provide guidance on general system usage and best practices

IT Asset & Inventory Management

• Track and manage IT assets (laptops, desktops, peripherals) within inventory systems
• Coordinate equipment relocation, reassignment, and recovery from departing users
• Maintain accurate asset records and lifecycle status updates

Ticketing & Documentation

• Document all incidents, requests, and resolutions in ServiceNow
• Ensure tickets include complete details: issue, resolution, user, timestamps, and satisfaction
• Develop and maintain end-user documentation, SOPs, and knowledge base articles

Security & Compliance

• Configure devices for secure operation, including updates, antivirus, and policy enforcement
• Support patch management and vulnerability remediation efforts
• Follow all organizational IT policies and procedures

Collaboration & Escalation

• Provide support for escalated issues from Service Desk (Tier I/II)
• Collaborate with engineering, network, and security teams for issue resolution
• Participate in special projects and operational initiatives

Remote Support

• Provide virtual assistance using tools such as Bomgar and Apple Remote Desktop

Operational Excellence

• Maintain high customer satisfaction through professionalism, timeliness, and quality support
• Work effectively under pressure and manage multiple priorities
• Contribute to continuous process improvement and operational efficiency

Qualifications

Education

• Associate’s degree in IT or related field
  OR
• 3+ years of relevant IT experience in lieu of degree

Required Experience

• 3+ years of desktop support experience in enterprise environments
• Hands-on experience supporting:
  • Windows (10/11 preferred)
  • Microsoft Office / Microsoft 365
• Experience with IT ticketing systems (preferably ServiceNow)
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent written and verbal communication skills

Required Certification

• ITIL Foundation (or ability to obtain within 6 months)

Desired Certifications

• Microsoft Certified: Windows / Endpoint Administrator
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Core Competencies

• Customer Service Excellence
• Technical Troubleshooting & Problem Solving
• Communication & User Engagement
• Time Management & Prioritization
• Attention to Detail & Documentation Discipline
• Team Collaboration & Adaptability

The likely hourly rate for this position is between $28.61 - $38.71. 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:

Onsite

Work Location:

USA DC Washington

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. 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