Help Desk Tier I

Summary

GCA is a veteran-owned company seeking a Help Desk Support Specialist to support an onsite IT service center. The role involves resolving technical problems, providing customer service, and maintaining records in a service delivery environment.

Responsibilities

• Initiate and resolves service request/problem incidents
• Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems
• Works with system administrators and developers to ensure services/incidents are completed
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels

Skills

• HS Diploma
• MINIMUM two (2) years of IT support experience
• Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)
• Active Secret clearance is required to start
• MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)
• Requires prior IT helpdesk (i.e., Tier 1 or 2) experience
• Help desk: Minimum 1 year (Required)
• CompTIA Security+ (Required)
• Must be US citizen and suitability to obtain a government-sponsored clearance
• Active Directory experience
• TOP SECRET (Preferred)
• Active Secret clearance (Preferred)

Qualifications

Must Haves

• HS Diploma
• MINIMUM two (2) years of IT support experience
• Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)
• Active Secret clearance is required to start
• MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)
• Requires prior IT helpdesk (i.e., Tier 1 or 2) experience
• Help desk: Minimum 1 year (Required)
• CompTIA Security+ (Required)
• Must be US citizen and suitability to obtain a government-sponsored clearance

Nice to Haves

• Active Directory experience
• TOP SECRET (Preferred)
• Active Secret clearance (Preferred)

Benefits

• Health and Wellness benefits through Anthem Blue Cross Blue Shield
• 401k Retirement Plan
• Paid Time Off (PTO), starting at 120 hours/year
• Ten (10) paid Federal holidays