Help Desk Analyst

GCA; Quantico (VA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off including holidays

Bereavement Leave

Parental Leave

STD and LTD

Job summary

Geospatial and Cloud Analytics (GCA) is seeking a Help Desk Analyst to deliver top-tier customer support to our client at Quantico, VA. The role focuses on incident resolution, user account management, and working with admins to ensure service delivery meets contractual SLAs.

This position offers growth into IT fields such as Security Operations and System Administration. The successful candidate will have Windows desktop support experience, strong troubleshooting skills, and a track record of

Qualifications

• Proven experience as a Help Desk Analyst or Customer Service Support.
• Strong knowledge of Windows operating systems and desktop support.
• Ability to diagnose and resolve hardware and software issues.
• Excellent problem-solving skills and attention to detail.

Responsibilities

• Provide technical support and troubleshooting assistance to end-users.
• Initiate and resolve service request/problem incidents.
• Install, configure, and maintain computer hardware and software.
• Assist with the setup and maintenance of user accounts and permissions.
• Work with system administrators and developers to ensure services/incidents are completed.
• Document all support activities and resolutions in the ticketing system.
• Follow standard operating procedures for incident management and escalation.
• Provide an outstanding customer service experience in a variety of circumstances across all organizational levels.

Skills

Customer service orientation

Troubleshooting

Communication skills

Problem-solving

Tools

Active Directory

Job description

Geospatial and Cloud Analytics (GCA) is looking for a Help Desk Analyst who is responsible for ensuring an outstanding level of customer service by providing Customer Service Center support to our client located in Quantico, VA. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. This position offers great growth opportunities to other IT fields, such as Security Operations, Information Assurance, System Administration, Network engineering, and Unified Communications. GCA is a Small Disadvantaged Veteran Owned company supporting several government contracts.

Responsibilities

• Provide technical support and troubleshooting assistance to end-users
• Initiate and resolve service request/problem incidents
• Install, configure, and maintain computer hardware and software
• Assist with the setup and maintenance of user accounts and permissions
• Work with system administrators and developers to ensure services/incidents are completed
• Document all support activities and resolutions in the ticketing system
• Follow standard operating procedures for incident management and escalation
• Provide an outstanding customer service experience in a variety of circumstances across all organizational levels

Requirements

• Proven experience as a Help Desk Analyst or Customer Service Support
• Strong knowledge of Windows operating systems and desktop support
• Ability to diagnose and resolve hardware and software issues
• Excellent problem-solving skills and attention to detail
• Active Directory experience preferred
• DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security)
• Inteirm Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred

Benefits

• Competitive Compensation
• Paid Time off includes 10 federal holidays and 15 additional days
• Bereavement Leave
• Parental Leave
• Company Paid STD and LTD
• Life and AD&D Insurance
• Medical, Prescription, Dental, and Vision Coverage
• 401k Savings and company match
• Employee referral program