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General Dynamics Information Technology · 1 month ago

Team Lead Desktop Support Technician DC Metro Area

USA DC Washington

Full-time

Onsite

Senior Level, Lead/Staff

$33.97/hr - $45.89/hr

8+ years exp

General Dynamics Information Technology (GDIT) is a global technology and professional services company that delivers consulting, technology, and mission services to major U.S. government agencies. They are seeking a Help Desk Technician V to lead and manage a team providing high-quality technical support to senior executives and VIP stakeholders, while fostering collaboration and driving innovation.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

U.S. Citizen Only

Responsibilities

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

Qualification

Windows 10/11Active DirectoryRemote SupportTechnical SupportMS Office 365VPNITSM platformsTroubleshootingLeadershipCommunication

Required

US Citizenship Required

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

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

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

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)

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)

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)

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

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

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 techniques (Agile, Scrum, or Kanban principles)

Public Trust or the ability to obtain one

Ability to work onsite in a federal environment

Strong communication, leadership, and customer service skills

Benefits

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

Vision plan

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

Full flex work weeks where possible

Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

Short and long-term disability benefits

Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees