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Help Desk Technician IV in Washington at General Dynamics Information Technology

Date Posted: 2/4/2019

Job Snapshot

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Job Description

Provide in depth technical assistance to desktop and laptop users. Answer questions or resolve customer computer issues; provide assistance concerning computer hardware and software including printing, MS Office suite, corporate email and Windows Operating Systems. Perform basic computer related troubleshooting and maintenance such as virus removal/password resets/email setup/software installs. Reviews computer systems in terms of machine capabilities and man-machine interface; prepares reports and studies concerning hardware; prepares functional requirements and specifications for hardware acquisitions; ensures that problems have been properly identified and that the solutions satisfy the user's requirements. Perform other services and various assignments related to the function of the Help Desk. The candidate must be able to organize, multitask, and provide quality customer service.

Additional Roles and Responsibilities:

  • Provide friendly and helpful customer service as first point of contact
  • Provide technical and software support to end-users.
  • Provide Phone support to desktop and laptop customers
  • Assist the client in solving laptop workstation and networking issues
  • Maintain and repair workstations, computers and peripherals.
  • Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
  • Maintain working knowledge of products and/or services
  • Enter and track activity and user information within trouble ticketing system.
  • Perform other duties as assigned by supervisor
  • Commitment to excellence and high standards.
  • Strong organizational skills; able to manage priorities and workflow.
  • Troubleshoot problem areas in a timely and accurate fashion.
  • Maintain and improve quality results by adhering to established processes, procedures and guidelines
  • Recommend improved procedures for CSC responsibilities
  • Inform and educate clients by explaining procedures; answering questions; providing information
  • Provide support for mobile phones including provisioning and troubleshooting.
  • Able to lift up to 50lbs.

Job Requirements


At least one of the following certifications is required:

  • ITIL v3 Foundations
  • HDI Support Center Analyst
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft Certified Professional

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.