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Help Desk Tier 1/2

3 months ago

Silver Spring, United States GAMA-1 Technologies Full time

This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests.

Position is on onsite.

Core hours are 7am 6pm Monday Friday.

Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.

Duties and Responsibilities

Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)

Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met

Be responsive and decisive when responding to customer requests, incidents, and inquiries

Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology

Ability to multi-task projects and daily operations while providing regular status updates to management

Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems

Image, test, and deploy computers for new requests and break/fixes

Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues

Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II

Maintain VTC system

Provide IT support for remote customers using government-approved remote support tools

Possess a strong working knowledge of Service Now or equivalent ticketing systems

Perform account management in Active Directory and Mail Administration

Be knowledgeable with Windows 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications

Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates

Possess knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging

Re-mediate systems with identified vulnerabilities in coordination with the ISSO

Prioritize and execute tasks in a high-pressure and fast-paced environment

Maintain a high level of customer satisfaction and excellence at all times

Must be a strong communicator in both oral and written

Basic Qualifications:

The ability to obtain a security clearance

At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment

Familiarity with Windows OS imaging using Ghost/SCCM and other tools

Works independently and within the framework of a team with minimum assistance

Must have prior experience working as a contractor for a government agency

Must understand the art of providing excellent customer service at all times

Preferred Qualifications:

ITILv3 Foundations

MCSE, MCP or A+ certifications preferred

ABOUT GAMA-1

GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com

GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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