Help Desk Support Specialist

1 day ago


Chevy Chase, Maryland, United States GAMA-1 Technologies Full time
Job Summary

GAMA-1 Technologies is seeking a skilled Help Desk Tier 1/2 Support Specialist to join our team. As a key member of our IT Customer Service team, you will be responsible for providing technical support to our customers, resolving technical issues, and ensuring timely resolution of customer requests.

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 customer issues to ensure timely resolution
  • Work with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) to ensure customer satisfaction
  • Collaborate with cross-functional teams to resolve complex technical issues
  • Develop and maintain Standard Operating Procedures (SOPs) for non-standard technology
  • Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
  • Provide IT support for remote customers using government-approved remote support tools
  • Manage and maintain VTC system
  • Stay up-to-date with industry trends and technologies to provide expert-level support
Requirements
  • 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
  • Ability to work independently and within 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 that provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. We are committed to providing our employees with opportunities for career advancement and a competitive benefits package.



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