Help Desk Tier I

GCA; Stafford (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Compensation

Health and Wellness benefits through a

401k Retirement Plan

Paid Time Off (PTO) 120 hours/year

Ten federal holidays

Job summary

GCA, an 8a, Veteran Owned company, is seeking an on-site Help Desk Support Specialist to support an enterprise IT service center for government contracts. You will resolve incidents, assist users by phone or ticket, and coordinate with specialists to maintain service quality.

The role requires at least 2 years of IT support, DoD 8570 IAT Level II certification, and an active Secret clearance with eligibility for TS/SCI. This is a full-time, on-site position in Stafford, VA.

Qualifications

• HS Diploma is required.
• Minimum two years of IT support experience.
• Active Directory experience preferred.
• Requires DoD 8570 - IAT Level II certification (e.g., GSEC, Security+ CE, SSCP, CCNA-Security).
• Active Secret clearance is required to start; TOP SECRET preferred.
• Must be eligible to obtain a TS SCI.
• Prior IT helpdesk (Tier 1 or 2) experience.

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

Help desk

Customer service

DoD 8570 IAT Level II

Security clearance

Communication

Education

HS Diploma

Tools

Active Directory

Job description

GCA is looking for a Help Desk Support Specialist with excellent customer service to support an onsite, client-facing IT service center. The ideal candidate will have experience in applying best practices to an enterprise-level, service delivery IT environment with a proven track record of meeting or exceeding contractual service level agreements.

Position Description

• 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

Basic Qualifications

• HS Diploma
• MINIMUM two (2) years of IT support experience
• Active Directory experience (Preferred)
• Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)
• Active Secret clearance is required to start; TOP SECRET (Preferred)
• MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)
• Requires prior IT helpdesk (i.e., Tier 1 or 2) experience

GCA is an 8a, Veteran Owned company supporting several government contracts. GCA is pleased to offer a competitive benefits package to all full-time employees, including but not limited to:

• Competitive Compensation
• 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

Job Type

• Full-time, Contract

Schedule

• 8-hour shift (not including meal breaks)
• Monday through Friday

Experience

• Help desk: Minimum 1 year (Required)

License/Certification(s)

• CompTIA Security+ (Required)

Security clearance

• Must be US citizen and suitability to obtain a government-sponsored clearance
• Active Secret clearance (Preferred)

Work Location

• Stafford, VA: 100% onsite, In-person