Information Technology Support Specialist - TS/SCI w/Poly

Core 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.

Technical Support Tasks

• Install, configure, and update software on user devices.
• Aid with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Maintain inventory of IT assets (e.g., laptops, monitors, or accessories).

Documentation & Reporting

• 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.

Customer Service & Communication

• 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.

Compliance & Security

• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders.

Qualifications

Education: Associates of Arts/Associates of Science

Experience: 5+ years of related experience

Required Technical Skills: Installs, modifies, and repairs computer hardware and software using remote access tools

Security Clearance Level: TS/SCI w/Poly

Required Skills and Abilities: Maintains current knowledge of relevant technology as assigned

Location: On-Site

US Citizenship Required

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

Shift: Monday - Friday 3pm-11pm CST / 4pm-12am EST

This position is mission essential, may include work on holidays when required

Benefits

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

Additional Work Locations: USA TX San Antonio

Total Rewards: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.

To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud.

About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.