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Columbia 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 PartnersAssyst
Arlington, VA, United States
ASSYST is seeking a Help Desk Analyst to provide tier 1 support via phone, portal, and email submitted Incident and Request tickets for our client at Arlington, VA. Job Location: Arlington VA (Hybrid) Job Schedule: 7AM to 4PM and 8AM to 5PM, Monday thru Friday (40 hours a week) Job Type: Full Time W2 'or' Contract (Corp to Corp/C2C or 109
Job Source: AssystLeidos
Rockville, MD, United States
Description Original Posting Date: 2024-06-17 While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: Pay Range - The Leidos pay range for th
Job Source: LeidosIntelliDyne
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: IntelliDyneLeidos
Rockville, MD, United States
Description Looking for an opportunity to make an impact!! Leidos currently has an opening for a Help Desk Analyst (Tier 1). This is an exciting opportunity to use your experience to support an End User Customer Support program under the Nuclear Regulatory Commission (NRC). In this mission we provide Tier 1 Help Desk Support to the NRC's user co
Job Source: LeidosSecuriGence 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 LLCLeidos Inc
Rockville, MD, United States
Description Looking for an opportunity to make an impact!! Leidos currently has an opening for a Help Desk Analyst (Tier 1) . This is an exciting opportunity to use your experience to support an End User Customer Support program under the Nuclear Regulatory Commission (NRC) . In this mission we provide Tier 1 Help Desk Support to the NRC's user c
Job Source: Leidos IncMarathon TS
Falls Church, VA, United States
Marathon TS is seeking a Help Desk Technician to support a federal client in Falls Church, VA. Responsibilities: nswer 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. bility to provide Mobile Support, adding and deleting users to the client network
Job Source: Marathon TSSilver 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 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
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