Help Desk Technician

General Dynamics Information Technology in Fort Belvoir, VA

  • Industry: Information Technology - Others
position filled

Type of Requisition:


Clearance Level Must Currently Possess:


Clearance Level Must Be Able to Obtain:


No Suitability Required

Public Trust/Other Required:


Job Family:

Help Desk

Job Description:

Seeking customer service centered help desk technicians to provide timely and professional Tier I/II support to users. 

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

  • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
  • Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
  • Provide end-user software troubleshooting and support
  • Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
  • Familiar with Microsoft Active Directory
  • Document all user requests and actions taken in Remedy ticketing system
  • Provide phone and help desk support for local and off-site users
  • Maintain internal knowledge base for Help Desk technicians and users
  • Answer phones and emails in a timely manner
  • Maintain printers and multifunction devices
  • Create and maintain Windows 10 desktop/laptop images
  • Maintain software and hardware assignments
  • Participate in special projects as required
  • Familiar with Release and Configuration Management concepts
  • Use Remedy as the help desk software
    • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
    • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
    • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
    • Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution
  • Create and maintain documentation
    • Work with other members of the team to ensure that help desk documentation is complete and up-to-date
    • Provide weekly and monthly status reports
  • Maintain current knowledge of relevant technologies as assigned
  • Able to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism interfacing with users and senior agency staff
  • May need to lift and carry desktop equipment such as laptops, computers, and monitors

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


Certifications Requirements: 

  • Current CompTIA Security+ CE certification
  • Computing environment certification (Windows 10 MCSA or MCP preferred)
  • If you start only with a Security+ CE, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.

3 - 5 years of directly related experience supporting help desk operations or customer service.

  • Experience with the following is required:
  • Microsoft Office Suite 2013/2016
  • Windows 10
  • Experience with one or more of the following is a plus:
  • Outlook Email Client in an Exchange Server Environment
  • Experience with remote access to users' computers
  • Experience working with networked printers
  • Active Directory
  • Remedy
  • ACAS
  • Excellent business analytical and problem-solving/trouble shooting skills
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent documentation skills
  • Strong organizational and collaborative skills
  • Strong teamwork and engagement as a project team member
  • Ability to assimilate information rapidly, motivated to self-study new requirements
  • Maintain current industry knowledge of relevant concepts; practices and procedures
  • Able to multi-task and prioritize
  • Able to work under time constraints
  • Adapt to changes in requirements and new projects
  • Maintain and upgrade certifications
  • Strong written and verbal English language skills
  • Willing to perform other duties as assigned


Clearance Requirements:

  • Must have a minimum of an Interim Secret clearance on hire and confirmed within JPAS. Continued employment is contingent on receiving a fully adjudicated Secret clearance.


 Work Location:

  • Client Site, Fort Belvoir, VA
  • Shift work 8:00 - 4:30 Monday-Friday
  • Some flexibility may be required to cover when others are out of office
  • No alternate work schedules
  • No telework allowed

 Travel:  Occasional travel may be required – normally less than 10%.




Scheduled Weekly Hours:


Travel Required:

Telecommuting Options:

Work Location:

USA VA Fort Belvoir

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. 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.

You may be interested in these similar jobs!
Low Voltage Technician
IES Communications LLC in Sterling, VA

Job Summary: The Communications Technician II must possess the ability to perform the technical responsibilities of a Cable Installer and function as…

Read More
Help Desk Specialist
Zachary Piper LLC in Burke, VA

Zachary Piper Solutions is currently looking for an Entry Level Help Desk Specialist in Springfield, VA to work for a defense contracting firm.Respon…

Read More
Level 1 & 2 Help Desk Support
Mondo in Washington, DC

Role: Level 1 & 2 Help Desk SupportLocation: Washington, DCStart: ASAPRate: CompetitiveDuration: Full TimeMust Haves: Window base systems MS Office …

Read More
Help Desk Technician
Piper Companies in Arlington, VA

Help Desk TechnicianZachary Piper Solutions is currently looking for a Help Desk Technician in Tysons, VA to work for a government contractor providi…

Read More
IT Support Technician
Piper Companies in Arlington, VA

Zachary Piper Solutions is currently seeking an IT Support Technician to support large enterprise program at the Pentagon.**Must Possess an active Se…

Read More
Help Desk Specialist
Piper Companies in Springfield, VA

ENTRY LEVEL CYBER SECURITY OPPORTUNITY Zachary Piper Solutions is currently seeking a Jr. Helpdesk Specialist in Springfield, VA to work on a high-p…

Read More
Help Desk Technician
Long & Foster Companies in Chantilly, VA

Help Desk Technician The Help Desk Technician will provide support to end users on a variety of hardware and software issues, relying on instruction…

Read More
Jr. Helpdesk Specialist
Piper Companies in Springfield, VA

ENTRY LEVEL CYBER SECURITY OPPORTUNITY Zachary Piper Solutions is currently seeking a Jr. Helpdesk Specialist in Springfield, VA to work on a high-p…

Read More
Help Desk Position (OPS3)
vTech Solution in Washington, DC

? CACI is looking for an entry level Help Desk Support professional to join our team in Annapolis Junction, Maryland. ? As a Help Desk Support candi…

Read More
IT Help Desk Technician - Windows Server and Cloud Services
Bowman Williams in Mc Lean, VA

IT Help Desk Technician ? Windows Server and Cloud Services We are currently seeking a full-time IT Help Desk Technician to provide support on …

Read More
Help Desk Technician
VariQ Corporation in Washington, DC

OverviewVariQ has an exciting opportunity for a highly qualified Help Desk Technician Level I to support the USCG ITSS Washington DC.Additional Infor…

Read More