Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

General Dynamics
Washington
Workplace: OnsiteFull timeUSD 35.04 - 47.4 hourlyFunction: Field Service, Maintenance & Skilled TradesExperience: 3+ yearsSkills: ["Customer service","Communication","De-escalation","Collaboration","Adaptability"]

Provide Tier 1, white-glove help desk support for federal government executives, diagnosing and resolving hardware, software, and localized network issues. Serve as the first point of contact, de-escalate tense situations, and improve the user experience by identifying recurring incident trends and publishing knowledge base and self-service documentation. Administer Active Directory and Microsoft 365, manage user environments, and ensure clear, compliant ticket communication while coordinating with other operational teams.

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FursaFursa
General Dynamics
General Dynamics
1 day ago

Mid-Level Help Desk Technician (Tier 1) - all shifts available - Active Top Secret Required

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide Tier 1, white-glove help desk support for federal government executives, diagnosing and resolving hardware, software, and localized network issues. Serve as the first point of contact, de-escalate tense situations, and improve the user experience by identifying recurring incident trends and publishing knowledge base and self-service documentation. Administer Active Directory and Microsoft 365, manage user environments, and ensure clear, compliant ticket communication while coordinating with other operational teams.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Provide independent Tier 1 technical support to diagnose and resolve complex hardware, software, and localized network issues.
  • •Serve as first point of contact and customer service champion, de-escalating tense technical situations with VIP users and executives.
  • •Identify recurring incident trends and author internal knowledge base articles and customer-facing self-service documentation.
  • •Manage user environments using Active Directory and administer Microsoft Office 365, including shared drive and network drive setup.
  • •Monitor ticket logs and queue workflows for clear, professional, compliant communication and coordinate with other teams to resolve cross-departmental issues.
Travel: Medium travel

Pay and Benefits

Salary: USD 35.04 - 47.4 hourly
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •3+ years of related experience, with 4–5 years progressive technical support experience preferred.
  • •High School Diploma/GED with experience OR an Associate/Bachelor/Master’s degree in an IT-related discipline (with corresponding experience ranges).
  • •Active Top Secret clearance (with SCI eligibility) and ability to support/maintain clearance requirements.
  • •CompTIA Security+ required upon hire.
  • •Advanced Windows & MacOS troubleshooting and Microsoft 365 administration with Active Directory management; strong verbal and written communication skills.
Experience:3+ years
Education:
Skills:Customer serviceCommunicationDe-escalationCollaborationAdaptability
Certifications:CompTIA Security+
Languages:English
Tech Stack:Microsoft Office 365Microsoft 365 administrationActive DirectoryWindowsMacOSShared drivesNetwork drivesRegistryKnowledge baseSelf-service documentationCSAT

Eligibility

Nationality:US National
Security Clearance:Top SecretTop Secret/SCI

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn