Service Desk Specialist (M-F 0700-1600)

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to support our nation's defense. Make an impact by connecting and securing critical operations across the globe, keeping our country safe and secure.

Job Description

Service Desk Specialist - Mon-Fri (7am-4pm)

At GDIT, people are our differentiators. We’re seeking a customer-focused Tier II Service Desk Specialist who thrives in a collaborative team environment and excels at problem-solving. The ideal candidate will provide technical support and troubleshooting services for IT systems, software, and hardware, while maintaining high levels of customer service and professionalism. Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician III and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

• Provide Tier 2 IT operational support using ITSM tools like ServiceNow, resolving incidents and service requests independently.
• Deliver end-user training on hardware/software usage.
• Manage and resolve a high volume of support tickets (50–100 daily) aligned with service level agreements (SLAs).
• Communicate resolutions and status updates effectively to users and senior staff.
• Create and maintain documentation, including knowledge base articles, SOPs, and application reference guides.
• Participate in meetings, training, and specialized projects.
• Handle after-hours on-call support as required.
• Support 24x7x365 Service Desk operations.
• Manage tickets: assignment, escalation, and thorough documentation for seamless resolution replication.

WHAT YOU’LL NEED TO SUCCEED

• Education: High School Diploma. Associate or bachelor’s preferred
• Experience: 2+ years of related experience

Technical Skills:

• Proficient in MS Office, Internet Explorer, SharePoint, Java, Adobe Acrobat, and Outlook in Exchange Server environments.
• Experience with Active Directory, networked printers, SCCM/MECM, remote support tools, ITSM ticketing systems (e.g., ServiceNow).
• Knowledge of DoD STIGs/IAVMs and ACAS.
• Security clearance level: Active SECRET clearance required, with ability to maintain.
• US citizenship required
• Location: TARC Arlington, VA (Potential for telework after onboarding).
• Shift: M-F, with flexibility for alternate shifts including weekends and holidays, as needed.
• Travel: Less than 10%. Most team members do not travel.

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

#GDITPriority

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

CompTIA Security+ CE | CompTIA - CompTIA

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required