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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 operational IT assistance across desktop, laptop, and server platforms. This role encompasses user account management, systems security assurance, hardware and software installation and upkeep, network troubleshooting, multimedia support, and IT asset management. The specialist will meticulously document all tasks performed, oversee ticket queues, and provide primary support for various IT services. Additionally, after-hours support will be provided on a rotational basis.

Core Responsibilities:

Desktop, Laptop, and Server Assistance:

  • Tier 2/3 IT Support: Deliver comprehensive Tier 2 and 3 operational IT support to all users.
  • Account Management: Manage account provisioning for new personnel, maintain user accounts, and deactivate accounts for departing staff.
  • Systems Security: Adhere to governmental protocols to guarantee systems security and formulate procedures for maintaining desktop and laptop computers, servers, peripherals, and software.
  • Life-Cycle Management: Aid in the administration and life-cycle management of desktop and laptop systems.
  • Microcomputer and LAN Equipment: Support the setup, configuration, and maintenance of microcomputer and LAN equipment.
  • Software Support: Assist with the installation, maintenance, and user inquiries regarding all approved software packages.
  • Hardware Installation: Install and configure desktop and laptop systems, including peripherals and devices.
  • Preventative Maintenance: Conduct scheduled preventative maintenance on workstations and peripherals to ensure optimal functionality.
  • Hardware Diagnostics and Repair: Identify and rectify issues with desktop and laptop systems, perform hardware diagnostics, and isolate hardware malfunctions.
  • Network Troubleshooting: Diagnose and resolve CAC authentication and network access challenges.
  • SOP Maintenance: Maintain a catalog of Standard Operating Procedures containing installation and configuration protocols, passwords, backup procedures, and contact details.
  • Software Assistance: Provide software support to troubleshoot issues, collaborate with vendors for resolutions, or suggest acceptable workarounds.
  • LDAP Accounts: Provision and manage LDAP accounts, including email lists in coordination with computer specialists and government directives.
  • Backup System Support: Assist in the management of a backup system, ensuring all systems are backed up per policy and aiding users with file recovery.
  • Implementation Plans: Contribute to the development of implementation strategies for new operational support solutions.
  • System Retirement Processing: Process retired systems, including data sanitization and removal from DNS.
  • System Management: Oversee system management for desktop and laptop workstations, including backups, patches, upgrades, and security settings.
  • User Support: Address user inquiries regarding issues with desktop and laptop systems.

Help Desk Support:

  • Ticket Management: Document all tasks in the ticketing application, managing the ticket queue and work requests.
  • Response and Acknowledgment: Acknowledge new requests promptly during operational hours.
  • Assignment and Monitoring: Review and assign work requests to the appropriate support teams, monitoring open tickets and providing status reports.
  • Communication: Collaborate with other technicians to ensure clear communication and timely updates on tickets.
  • Escalation: Escalate unresolved tickets that have not been updated within specified timeframes.
  • Completion: Ensure tickets are marked as completed immediately after resolution.
  • Customer Feedback: Solicit feedback from customers regarding service quality.

Multimedia Support:

  • Audiovisual Support: Provide support for audiovisual needs in conference settings.
  • Equipment Assistance: Aid users in configuring and utilizing managed equipment.
  • Troubleshooting: Resolve issues related to audiovisual equipment.
  • Software Configuration: Set up approved software for virtual meetings and presentations.
  • System Administration: Manage shared conferencing and presentation systems.
  • Event Support: Assist with live webinars and hybrid meetings, maintaining an online calendar for reservations.

Network Printing Support:

  • Operational Support: Provide support for printing, scanning, copying, and faxing services.
  • Problem Resolution: Address issues with centrally managed multifunction printers.
  • Frontline Support: Offer immediate assistance for networked multifunction printers, ensuring supplies are maintained.
  • Queue Monitoring: Oversee the central print queue.
  • Loan Management: Ensure the return of loaned accountable property and report excess items.
  • Decommissioning: Manage IT property items designated for excess, including sanitization as required.

Configuration Management Support:

  • Framework Development: Create and implement a configuration and IT change management framework.
  • Change Management: Plan and execute change management throughout hardware and software lifecycles.
  • Baseline Configuration: Document baseline configurations for all supported platforms, ensuring compliance with cybersecurity standards.
  • Catalog Maintenance: Maintain a catalog of approved configurations and ensure proper identification of configuration items.
  • Audit and Verification: Conduct periodic audits and verify version releases of configuration items.
  • Project Approval: Ensure proposed projects have an approved Configuration Management Plan.
  • Expertise: Serve as a subject matter expert for standard configurations and required 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 desktop, laptop, and server management.
  • Skills: Strong knowledge of network troubleshooting and CAC authentication, experience with backup solutions, and excellent problem-solving abilities.
  • Communication: Strong 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 rapidly expanding technology firm based in Greenbelt, Maryland, specializing in strategic information assurance, information security, and business enterprise solutions for the Federal Government. Our success stems from adhering to industry standards, establishing standardized processes, and leveraging IT Services expertise. At GAMA-1, we prioritize the growth and development of our employees alongside the company.

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.