Help Desk V-Lead and Manager - Tier II/III DC Metro Area at General Dynamics Information Technology – Washington, District of Columbia

Location: USA DC Washington
Full Part/Time: Full time
Job Req: RQ218312
Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Other

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
BI Full 6C (T4)

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Computer Hardware, Information Technology (IT), IT Service Management (ITSM)
Certifications:
None
Experience:
8 + years of related experience
US Citizenship Required:
Yes

Job Description:

HELP DESK TECHNICIAN V

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician V and build an impactful career in enterprise IT, collaborating with high-performing teams supporting critical federal missions.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Technician V, the work you perform will directly support the mission of a federal enterprise IT organization, ensuring seamless delivery of end-user services that enable agency operations nationwide. You will play a critical role in maintaining service continuity, improving user experience, and driving operational excellence across the IT support ecosystem.

• Lead and manage Tier II/III support operations, ensuring timely resolution of complex incidents and service requests while meeting or exceeding SLA and KPI targets
• Collaborate with Service Desk, Engineering, Cybersecurity, and Infrastructure teams to triage escalations, resolve enterprise-wide issues, and support major incident response activities
• Drive operational efficiency and service improvement initiatives, leveraging data analytics, trend analysis, and ITIL best practices to reduce incident volume and improve first-call resolution
• Utilize enterprise tools and platforms such as ServiceNow (ITSM), Microsoft Endpoint Manager (MECM), Active Directory, remote support tools, and monitoring solutions to diagnose and resolve issues

WHAT YOU'LL NEED TO SUCCEED

Bring your technical expertise, leadership mindset, and commitment to customer success to GDIT.

• Education: Associates of Arts/Associates of Science (Bachelor's preferred)
• Experience: 8+ years of related IT support experience in enterprise or federal environments
• Technical Skills:
  • ServiceNow (incident, request, and knowledge management)
  • Windows 11 administration and troubleshooting
  • Active Directory (account management, group policy basics)
  • Microsoft Endpoint Configuration Manager (MECM) or Intune
  • Network troubleshooting (VPN, DNS, TCP/IP fundamentals)
  • Remote support tools and endpoint diagnostics
  • Knowledge of ITIL v4 processes (Incident, Problem, Change Management)
• Security Clearance Level: Public Trust (or ability to obtain)
• US Citizenship: Required
• Role Requirements:
  • Strong written and verbal communication skills with the ability to support executive-level users
  • Experience supporting distributed and remote workforce environments
  • Ability to work within defined service windows (e.g., extended hours to support multiple time zones)
  • Proven ability to handle high-visibility incidents and participate in major incident bridges

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 tools and continuous learning opportunities
• Support: Dedicated internal mobility team to help advance your career
• Rewards: Comprehensive benefits, 401K with company match, competitive compensation, and PTO
• Flexibility: Hybrid and flexible work arrangements where applicable
• Community: A culture of innovation, collaboration, and a strong commitment to supporting veterans

The likely hourly rate for this position is between $34.00 - $46.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:
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. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans