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Associate Help Desk- TS Clearance in Chantilly at General Dynamics Information Technology

Date Posted: 3/18/2019

Job Snapshot

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Job Description

***Only applicants with a Top Secret (TS) Clearance need apply***

General Dynamics Information Technology (GDIT), a leading provider of systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.

GDIT has a great team consisting of experienced and knowledgeable managers who lead and support our employee’s career development objectives with on-the-job and certification training opportunities.  Our employees consider GDIT to be a solid partner in their career, with excellent benefits and an abundance of opportunities for advancement.  We offer experience with the latest tools and intensive training. 

If you are looking for a new and exciting career to boost your technical skills and you enjoy helping others, GDIT is hiring Help Desk Associates for the Federal Bureau of Investigation (FBI) Enterprise Operations Center in Chantilly, VA.  We offer the chance to support the world’s finest law enforcement organization, and help the people that keep us safe.  In this job you will support the agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber-attacks, and major criminal threats. 

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner.  This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.

Responsibilities include:

  • Provide IT support to all customers
  • Receive customer IT queries by multiple methods (phone, self-service)
  • Provide the necessary information in the ticket in the event the ticket is passed to another solver group
  • Triage and troubleshoot tickets submitted
  • Change and reset passwords on all FBI enclaves
  • Provide desktop software application assistance and installation
  • Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
  • Remotely access the end-users desktop to provide support
  • Provide customers with status of the ticket and serve as primary support
  • Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
  • Provide expert technical support to customers having varying levels of computing skills
  • Provide detailed diagnostic summary for the next tier level support
  • Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

Job Requirements


  • Some college or equivalent experience; technical coursework
  • Entry level with some prior experience providing technical support in a business environment.
  • Excellent oral and written communications skills with customers and peers; tactful and effective customer communications.
  • Strong team player
  • Ability and willingness to evaluate and learn new technologies and apply them effectively.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.