Help Desk Analyst

GCA; Quantico (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Paid Time off includes holidays

Bereavement Leave

Parental Leave

Company Paid STD and LTD

Life and AD&D Insurance

Medical, Prescription, Dental, and Vis

Job summary

GCA seeks a Help Desk Analyst in Quantico, VA to deliver outstanding IT support for a government client. You will troubleshoot hardware and software, manage user accounts, and coordinate with system admins to resolve incidents.

Applicants should have proven help desk experience, strong Windows desktop support, and DoD 8570 IAT Level II certification (GSEC, Security+ CE, SSCP, or CCNA-Security). TS/SCI clearance is preferred but not required to start.

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.
• Active Directory experience preferred.
• DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security).

Responsibilities

• Provide technical support and troubleshooting assistance to end-users.
• Initiate and resolve service requests and 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.

Skills

Customer service

Troubleshooting

Windows desktop support

Active Directory

Incident management

Communication skills

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.

Responsibilities:

• Provide technical support and troubleshooting assistance to end-users
• Initiate and resolves 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.

• 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