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General Dynamics Information Technology · 9 hours ago

Information Technology Support Specialist - TS/SCI w/Poly

Annapolis Junction, MD

Full-time

Onsite

Senior Level

$34/hr - $46/hr

5+ years exp

General Dynamics Information Technology is a global technology and professional services company. They are seeking a Help Desk Technician IV to provide technical support and troubleshoot issues for users, ensuring effective communication and adherence to IT policies.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

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

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)

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

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

Ensure adherence to all IT and departmental policies and procedures

Report potential security incidents or breaches to appropriate teams or team leaders

Qualification

Help Desk SoftwareRemote SupportTechnical IssuesCompTIA Security+Customer ServiceCommunication Skills

Required

Top Secret SCI + Polygraph clearance level must currently possess

Top Secret SCI + Polygraph clearance level must be able to obtain

5+ years of related experience

US Citizenship Required

Associates of Arts/Associates of Science education

Installs, modifies, and repairs computer hardware and software using remote access tools

Maintains current knowledge of relevant technology as assigned

CompTIA Security+ certification is required within 3 months of start date

On-Site location in Annapolis Junction, MD

Shift: Monday - Friday 3pm - 11pm

Help Desk Software, Remote Support, Technical Issues

Benefits

Comprehensive benefits and wellness packages

401K with company match

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

A vision plan

Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

Short and long-term disability benefits

Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees