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:

Desktop Computers, Laptops, Remote Support, Technical Support, Troubleshooting

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 people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Technician V, you will provide mission-critical support to the GDIT"s Government Client, leading and managing a team that supports the department’s Senior Executives. In this role, you will ensure high-quality technical support, foster collaboration, and drive innovation across the environment.

In this role, you will:

• Lead, manage, and mentor a 4–6-person Executive Support Team

• Provide white-glove technical support to senior executives and VIP stakeholders

• Collaborate closely with GDIT's client/partners, GDIT's team members, and federal staff

• Identify opportunities to improve support workflows, implement efficiencies, and resolve complex technical challenges

• Ensure adherence to ITSM best practices and organizational standards.

• US Citizenship Required On Site

WHAT YOU’LL NEED TO SUCCEED

Bring your technology expertise and drive for innovation to GDIT. The Help Desk Technician V role requires:

Education

• Associate of Arts (AA) or Associate of Science (AS) degree

Experience

• 8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar)

Technical Skills

• Expertise in Windows 10/11, MS Office 365, Teams, and Outlook

• Strong understanding of Active Directory, group policies, and user account management

• Experience with mobile device management (iOS/Android), VPN, and remote access technologies

• Knowledge of ITSM platforms such as ServiceNow

• Ability to troubleshoot hardware/software, network connectivity, and peripheral issues

Collaboration & Communication Tools

• Administration and troubleshooting of Microsoft Teams, Zoom, Webex, and VTC systems

• Knowledge of Teams Rooms and conference room A/V hardware setup, configuration, and optimization

• Experience with VoIP systems (Microsoft Teams Phone)

Systems & Infrastructure

• Strong understanding of Active Directory (user provisioning, permissions, group policy)

• Familiarity with Azure AD and hybrid identity environments

• Experience with VPN, remote access technologies, and multifactor authentication solutions

• Basic networking troubleshooting (DNS, DHCP, routing, wireless)

ITSM & Enterprise Management Tools

• Proficiency in ServiceNow, Remedy, or similar ITSM platforms

• Experience with ITIL practices (Incident, Problem, Change)

• Ability to generate reports, analyze ticket trends, and recommend improvements

• Familiarity with enterprise monitoring tools (e.g., SCCM/MECM, JAMF, Splunk)

Security & Compliance

• Understanding of federal cybersecurity requirements, data protection, and access control

• Knowledge of endpoint security tools (CrowdStrike, Defender ATP, Tanium, etc.)

Leadership & Operational Technical Skills

• Ability to lead a 4–6-person technical support team, prioritizing and coordinating workloads

• Experience developing and enforcing standard operating procedures (SOPs) for executive support

• Skill in performing root cause analysis and implementing long-term solutions

• Ability to communicate complex technical information in clear, executive-friendly language

• Familiarity with project management tools and te