Help Desk Technician I

at  Gama1 Technologies

Full-time, onsite
Help Desk Technician I
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.

Basic Qualifications:

• US Citizen required
• 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 time

Preferred Qualifications:

• ITILv3 Foundations
• MCSE, MCP or A+ certifications preferre

• Provide surge support to other teams as needed during times of surge (this will include desktop Tier II activities or Tier III 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 the customer’s 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:

• US Citizen required
• 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

This position requires the ability to obtain a security clearance
The base salary range for this position is: $51,261.55 - $72,260.26
This base salary range represents a general guideline. An individual’s base salary within that range is determined based on a variety of factors, including (without limitation) the scope, complexities, and responsibilities of the position, the government contract to which the position is assigned, geographic location, market conditions, and the candidate’s relevant experience, education, and skills.
GAMA-1 also offers a variety of benefits, including health insurance coverage, life and disability insurance, 401(k) savings plan, training and career development opportunities, paid holidays and paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work).