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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 environments. This role encompasses user account management, system security compliance, hardware and software setup and upkeep, network diagnostics, multimedia assistance, and IT asset oversight. The specialist will meticulously document all activities, aid in managing ticket queues, and offer primary 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 Technical Support: Deliver comprehensive Tier 2 and 3 technical support to all users.
  • User Account Management: Manage account setup for new personnel, maintain user accounts, and deactivate accounts for departing staff.
  • System Security: Adhere to governmental protocols to ensure system security and establish procedures for maintaining desktop and laptop computers, servers, peripherals, and software.
  • Life-Cycle Management: Assist in the administration and life-cycle management of desktop and laptop systems.
  • Microcomputer and LAN Equipment: Facilitate the installation, configuration, and maintenance of microcomputer and LAN devices.
  • Software Support: Aid in the installation, maintenance, and user inquiries regarding all approved software packages.
  • Hardware Setup: Install and configure desktop and laptop systems, including peripherals and devices.
  • Preventative Maintenance: Conduct scheduled preventative maintenance on workstations and peripherals to ensure optimal performance.
  • Hardware Diagnostics and Repair: Identify and resolve issues with desktop and laptop systems, performing necessary repairs or replacements.
  • Network Diagnostics: Troubleshoot and rectify authentication and network access issues.
  • SOP Maintenance: Maintain a catalog of Standard Operating Procedures for installation, configuration, and backup processes.
  • Software Assistance: Provide software support to resolve issues and liaise with vendors for solutions.
  • LDAP Account Management: Provision and maintain LDAP accounts, including email lists.
  • Backup System Support: Assist in ensuring all systems are backed up in accordance with policy.
  • 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 compliance.
  • 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 activities in the ticketing application and manage the ticket queue.
  • Response and Acknowledgment: Acknowledge new requests promptly during operational hours.
  • Assignment and Monitoring: Ensure work requests are assigned to the appropriate teams and monitor open tickets.
  • Communication: Collaborate with other technicians to ensure clear communication and updates.
  • Escalation: Escalate unresolved tickets as necessary.
  • Completion: Mark tickets as completed promptly upon resolution.
  • Customer Feedback: Solicit feedback on service quality.

Multimedia Support:

  • Audiovisual Support: Provide support for audiovisual equipment in conference settings.
  • Equipment Assistance: Assist users with CNSD-managed equipment.
  • Troubleshooting: Resolve issues with audiovisual systems.
  • Software Configuration: Configure software for online meetings.
  • System Administration: Administer conferencing and presentation systems.
  • Event Support: Assist with webinars and hybrid meetings.

Network Printing Support:

  • Operational Support: Provide support for printing and scanning services.
  • Problem Resolution: Address issues with multifunction printers.
  • Frontline Support: Offer support for networked printers and maintain supplies.
  • Queue Monitoring: Monitor print queues for efficiency.
  • Loan Management: Ensure the return of loaned equipment.
  • Decommissioning: Manage the decommissioning of IT assets.

Configuration Management Support:

  • Framework Development: Create and implement a configuration management framework.
  • Change Management: Oversee change management processes.
  • Baseline Configuration: Document and ensure compliance with baseline configurations.
  • Catalog Maintenance: Maintain a catalog of approved configurations.
  • Audit and Verification: Conduct audits of configuration items.
  • Project Approval: Ensure projects have approved Configuration Management Plans.
  • 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 desktop and server management.
  • Skills: Proficient in network troubleshooting and backup solutions.
  • Communication: Strong communication and customer service abilities.
  • 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 based in Greenbelt, Maryland, specializing in strategic information assurance, cybersecurity, and enterprise networking solutions for the Federal Government. Our success stems from adhering to industry standards and establishing standardized processes. We are committed to fostering employee growth and career advancement opportunities.

GAMA-1 is an Equal Opportunity Employer. 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.