Help Desk Analyst

This is an unpaid fellowship through the Department of Defense (DoD) SkillBridge Program. The fellow selected for this role will not receive compensation or benefits from GDIT and will not be an employee, agent or contractor of GDIT but rather will remain an employee of the DoD and will receive compensation and benefits through the DoD.

Type of Requisition:
Pipeline

Clearance Level Must Currently Posses:
Top Secret/SCI

Clearance Level Must Be Able To Obtain:
Top Secret/SCI

Public Trust/Other Required:
None

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Customer Service, Information Technology (IT) Support, Microsoft Office
Certifications:
None
Experience:
5 + years of related experience
ship Required:
Yes

Job Description:

Through the DoD SkillBridge Program, GDIT offers transitioning service members the opportunity to gain hands-on training and experience as a Help Desk Analyst Fellow, supporting executive-level IT operations for high-visibility government customers in Washington, D.C. In this Fellowship, you'll observe and participate in real-world technical support activities, learn from experienced IT professionals, and build the specialized skills required to deliver exceptional customer service and analytical troubleshooting in fast-paced, mission-focused environments. You'll work alongside GDIT technical teams and customer counterparts while preparing for a successful transition into the civilian IT support and service desk workforce.

As a Help Desk Analyst Fellow, you will train under the guidance of senior support technicians and engineers to understand how IT systems are configured, monitored, secured, and troubleshot for users operating at the highest levels of government. Throughout the Fellowship, you will support incident resolution workflows, technical installations, ticket triage, and customer-facing communication while gaining hands-on experience with enterprise hardware, software, and diagnostic tools. You will learn the analytical methods, problem-solving processes, and service management techniques that are foundational to an IT analyst career.

HOW A HELP DESK ANALYST FELLOW WILL MAKE AN IMPACT

• Providing a high level of technical support and service to onsite and remote customers.
• Demonstrating attention to detail, strong problem-solving skills, and a desire to provide an excellent customer experience.
• Delivering outstanding customer service via phone, chat, email, ticketing systems, and deskside support.
• Supporting on-site installation and repair of desktops, notebooks, printers, iPads, and peripheral devices.
• Troubleshooting and resolving technical issues across both Microsoft Windows and macOS environments.
• Diagnosing hardware, software, and user issues and recommending corrective actions or procedural improvements.
• Supporting Microsoft Office 365, Active Directory, and related enterprise applications.
• Documenting and tracking customer incidents and service requests within the ticketing management system.
• Following established resolution processes and escalating tickets to appropriate teams as needed.
• Isolating and resolving issues with individual workstations and associated equipment.
• Serving as a subject matter resource to answer questions related to hardware and software functionality.
• Using advanced skills to map network drives, set up shared drives, install and update software, and support system configurations.

WHAT YOU'LL NEED TO SUCCEED

Education:

• Associate's Degree in an IT-related discipline (additional experience may be considered in lieu of degree).

Experience:

• 5+ years of experience in technical support, help desk operations, networking, or application support.

Technical Skills:

• Proficiency troubleshooting hardware, software, macOS, Windows, and enterprise productivity tools.

Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong analytical thinking, adaptability, and customer-service orientation.
• Ability to pass a basic English language assessment.

REQUIREMENTS

Certifications:

• CompTIA Security+

Security Clearance:

• Active Top Secret with SCI eligibility required.

Citizenship:

• U.S. Citizenship required.

Location:

• Onsite, Washington, D.C.

DoD SkillBridge Eligibility:

• Has served at least 180 days on active duty
• Can participate within the last 6 months of separation or retirement
• Will receive an honorable discharge
• Has taken any service TAP/TGPS
• Has attended or participated in an ethics brief within the last 12 months

Received Unit Commander (first O-4/Field Grade commander in chain of command) written authorization and approval to participate in DoD SkillBridge Program prior to start of the fellowship.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:

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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans