Help Desk Support Specialist

8 hours ago

Silver Spring, Maryland, United States GAMA-1 Technologies Full time
Job Summary

We are seeking a highly skilled and motivated Help Desk Tier 1/2 to join our team at GAMA-1 Technologies. As a key member of our IT Customer Support team, you will be responsible for providing timely and effective technical support to our customers.

Key Responsibilities
  • Provide technical support to customers via phone, email, and walk-ins
  • Identify, research, and resolve technical problems in a timely manner
  • Document and track problems to ensure timely resolution
  • Work with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) to ensure customer satisfaction
  • Provide surge support to other teams as needed during times of surge
  • Work a high volume of IT tickets daily, ensuring SLA response and resolution times, and customer satisfaction
  • 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, including laptops, desktops, tablets, mobile devices, printers, and 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
Requirements
  • 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 Technologies

GAMA-1 Technologies is a rapidly growing technology business based in Greenbelt, Maryland. We provide 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. We are committed to providing our employees with opportunities for career advancement throughout their employment.

Benefits

We offer a generous and competitive benefits package, including:

  • Medical, Dental, Prescription, and Vision insurance (costs shared)
  • 401k Retirement plan with up to 4% company match
  • Employer Sponsored Life Insurance
  • Employer Sponsored Short and Long-term Disability Insurance
  • Voluntary Life Insurance, Basic Life, and AD&D for employees and dependents
  • Professional Development with tuition and training reimbursement
  • Employee Recognition Program
  • Identity Theft Insurance
  • Pet Insurance
  • Direct Deposit
  • Employee Referral Program
  • Metro/Parking/Transportation Subsidy
  • Generous Paid Time Off program
  • Paid Annual Holidays
  • Telework Options for many positions
  • Periodic Company Social Events
  • Team-Building Events

GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation, and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), domestic violence victims, political orientation, status as a smoker or tobacco user, hairstyle, use of a service animal, education status, familial status, HIV/AIDS status, height, weight, reproductive healthcare decisions, or any other category protected by federal, state, or local law.

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