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GAMA-1 Technologies
Chevy Chase
Job Description Job Description This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning
Job Source: GAMA-1 TechnologiesFor Your Information Inc
Herndon, VA, United States
The Help Desk Support Technician is responsible for supporting and maintaining the operations status of all clients and mobile devices and peripherals for the organization. This individual will work closely with other members of the Information Technology Team (Network, Software Development, Unix, and Windows). The individual will perform administr
Job Source: For Your Information IncColumbia Technology Partners
Annapolis Junction
Job Description Job Description Description: Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software. May coach and provide guidance to less-experienced professionals. Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides remote support ac
Job Source: Columbia Technology PartnersColumbia Technology Partners
Annapolis Junction, MD, United States
Description: Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software. May coach and provide guidance to less-experienced professionals. Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides remote support access through desktop mirroring an
Job Source: Columbia Technology PartnersGama-1 Technologies
Silver Spring
This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely ma
Job Source: Gama-1 TechnologiesGet Me the Gig
Arlington
Job Description Job Description Location: Hybrid EST Time Zone US Citizens or LPR candidates only Work hours per week: 40 The position is for a 40-hour work week, Monday thru Friday 7am – 5pm EST (Hours may fluctuate between two shifts) We are looking to hire a Tier-1 Help Desk Analyst to respond to phone, portal, email submitted Incident and
Job Source: Get Me the GigIntelliDyne
Falls Church, VA, United States
Help Desk Technician - Tier 1 Clearance: Active DOD Position of Trust level Security Clearance required. Status: Non-Exempt Responsibilities: Answer calls coming into the Tier 1 Help Desk by the third ring. Create a customer incident in Remedy, the call tracking software for every call answered. Ability to provide Mobile Support, adding and d
Job Source: IntelliDyneSecuriGence LLC
Arlington, VA, United States
Job Title: Tier 1 Help Desk Analyst Location: Arlington, Virginia Clearance Level: Secret Clearance. Top Secret Preferred. Summary We deliver essential technology services to our customers in support of their missions to sustain the national security and provide services to our nation. SecuriGence is seeking a Tier 1 Help Desk Analyst to hel
Job Source: SecuriGence LLCSilver Spring, MD, United States
This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests.
Position is on onsite.
Core hours are 7am – 6pm Monday – Friday.
Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.
Duties and Responsibilities
Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)
Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met
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 to include laptops, desktops, tablets, mobile devices, printers, 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
Basic Qualifications:
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
GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides 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. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com
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.
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Email Alert for Help Desk Tier 1/2 jobs in Silver Spring, MD, United States
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