Help Desk Analyst

Geospatial And Cloud Analytics Inc; Quantico (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

401k Savings and company match

Medical, Prescription, Dental, and Vision Coverage

STD/LTD

Life Insurance

Medical Coverage

401k Match

Referral Program

Job summary

A veteran-owned IT services company is seeking a Help Desk Analyst to provide excellent customer service and technical support. Responsibilities include troubleshooting hardware/software issues, documenting support activities, and ensuring adherence to service level agreements. Ideal candidates will have experience in a similar environment, strong knowledge of Windows operating systems, and possess relevant certifications. The role offers competitive compensation and a comprehensive benefits package including paid time off and health coverage.

Qualifications

• Proven experience as a Help Desk Analyst or Customer Service Support.
• Ability to diagnose and resolve hardware and software issues.
• Active Directory experience preferred.
• Excellent problem-solving skills and attention to detail
• Active Directory experience preferred
• DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security)
• Interim Secret clearance required to start; TS/SCI preferred

Responsibilities

• Provide technical support and troubleshooting assistance to end-users.
• Document all support activities and resolutions in the ticketing system.
• Follow standard operating procedures for incident management and escalation.
• Assist with the setup and maintenance of user accounts and permissions
• Works 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
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels

Skills

Technical support

Troubleshooting

Attention to detail

Problem-solving

Windows operating systems

Active Directory

TS/SCI eligibility

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.

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
• Works 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
• Provides 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

GCA is a Small Disadvantaged Veteran Owned company supporting several government contracts. GCA is pleased to offer a competitive benefits package to all full‑time employees. Below is a brief overview of our benefits package.

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

If you are a motivated individual with a passion for providing technical support, we want to hear from you! Join our team as a Help Desk Analyst and help us ensure smooth operations for our end-users. We offer competitive compensation, professional development opportunities, and a supportive work environment. Apply now to take the next step in your IT career!