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IT Support Specialist III

2 months ago

Seattle, Washington, United States GAMA-1 Technologies Full time
Job Overview

Employment Type: Full-Time, hybrid

Position Summary: The IT Support Specialist III is tasked with delivering extensive Tier 2 and 3 technical assistance for desktop, laptop, and server systems. This role encompasses user account management, system security compliance, hardware and software installation and upkeep, network diagnostics, multimedia support, and IT asset management. The specialist will meticulously document all activities, oversee ticket queues, and provide initial support for various IT services. After-hours support will be provided on a rotating schedule.

Key Responsibilities:

Desktop, Laptop, and Server Assistance:

  • Tier 2/3 IT Support: Deliver comprehensive Tier 2 and 3 technical support to all users.
  • Account Management: Manage account setup for new personnel, maintain existing user accounts, and deactivate accounts for departing staff.
  • System Security: Adhere to government protocols to maintain system security and develop procedures for the upkeep of computers, servers, and software.
  • Life-Cycle Management: Aid in the administration and life-cycle management of computing devices.
  • Microcomputer and LAN Equipment: Facilitate the installation, configuration, and maintenance of microcomputers and LAN equipment.
  • Software Support: Assist with the installation, maintenance, and user inquiries regarding approved software packages.
  • Hardware Installation: Set up and configure computers and peripherals, including printers and scanners.
  • Preventative Maintenance: Conduct scheduled maintenance on workstations and peripherals to ensure optimal performance.
  • Hardware Diagnostics and Repair: Identify and resolve issues with computing devices, performing necessary repairs or replacements.
  • Network Troubleshooting: Address and resolve network access and authentication issues.
  • SOP Maintenance: Maintain a catalog of Standard Operating Procedures for installation and configuration tasks.
  • Software Assistance: Provide support for software-related issues and liaise with vendors for solutions.
  • LDAP Accounts: Manage LDAP accounts and email lists in coordination with IT specialists.
  • Backup System Support: Support backup systems, ensuring compliance with backup policies and assisting users with file recovery.
  • Implementation Plans: Contribute to the development of plans for new operational support solutions.
  • System Retirement Processing: Manage the retirement of systems, ensuring data sanitization and proper disposal.
  • System Management: Oversee system management for workstations, including backups and security settings.
  • User Support: Address user inquiries regarding desktop and laptop issues.

Help Desk Support:

  • Ticket Management: Document all actions in the ticketing system and manage the workflow of requests.
  • Response and Acknowledgement: Acknowledge new requests promptly during operational hours.
  • Assignment and Monitoring: Ensure requests are assigned to the appropriate teams and monitor ticket status.
  • Communication: Collaborate with other technicians to ensure effective communication and ticket updates.
  • Escalation: Escalate unresolved tickets as necessary and provide status updates.
  • Completion: Mark tickets as completed promptly after resolution.
  • Customer Feedback: Solicit feedback on service quality from users.

Multimedia Support:

  • Audiovisual Support: Provide support for audiovisual equipment in conference settings.
  • Equipment Assistance: Help users with the configuration and operation of managed equipment.
  • Troubleshooting: Diagnose and resolve issues with audiovisual systems.
  • Software Configuration: Set up software for online meetings and presentations.
  • System Administration: Manage shared conferencing and presentation systems.
  • Event Support: Assist with webinars and hybrid meetings, managing reservations.

Network Printing Support:

  • Operational Support: Provide support for printing, scanning, and fax services.
  • Problem Resolution: Address issues with multifunction printers.
  • Frontline Support: Offer immediate assistance for networked printers and maintain supplies.
  • Queue Monitoring: Oversee the central print queue.
  • Loan Management: Ensure the return of loaned equipment and report excess property.
  • Decommissioning: Manage the decommissioning of IT assets as required.

Configuration Management Support:

  • Framework Development: Create and implement a configuration management framework.
  • Change Management: Execute change management processes for hardware and software.
  • Baseline Configuration: Document and ensure compliance with baseline configurations.
  • Catalog Maintenance: Maintain a catalog of approved configurations.
  • Audit and Verification: Conduct audits and verify configuration compliance.
  • Project Approval: Ensure projects have an approved Configuration Management Plan.
  • Expertise: Serve as a subject matter expert for configurations and security controls.

Minimum Qualifications:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) OR 4-6 years of relevant experience.
  • Experience: 4+ years in IT support, particularly in managing desktop, laptop, and server environments.
  • Skills: Proficient in network troubleshooting and backup solutions, with strong problem-solving abilities.
  • Communication: Excellent communication and customer service skills.
  • Certifications: CompTIA A+, Network+, or Security+ (preferred); Microsoft Certified: Windows Server Fundamentals (preferred); ITIL Foundation Certification (preferred).
  • Security Clearance: Ability to obtain a security clearance.

Salary Range: $65,000 - $75,000

About GAMA-1 Technologies:

GAMA-1 Technologies is a dynamic technology firm located in Greenbelt, Maryland, specializing in strategic information assurance, cybersecurity, and enterprise networking solutions for the Federal Government. Our success stems from adherence to industry standards, the establishment of standardized processes, and our expertise in IT services. At GAMA-1, we prioritize the growth and development of our employees, offering numerous opportunities for career advancement. GAMA-1 is an Equal Opportunity Employer, ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.