Summary GAMA-1 is seeking a skilled Help Desk Technician I to provide technical support and troubleshoot hardware-related issues working on-site daily. The ideal candidate will possess a strong understanding of computer systems and hardware components and excellent customer service skills. About the RoleThis position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework.As a Help Desk Technician I, you will be responsible for identifying, researching, and resolving technical problems. You will be expected to respond to telephone calls, emails, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. You should be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service deliverymetrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests.Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The rightcandidate will exemplify a positive attitudeand friendly communications, demonstrate patience and proper business attire, ensure timely responses and resolutions, ensure comprehensive documentation of tickets and all work products, meet scheduling commitments and facilitate cross-functional activities as needed to reach a prompt resolution. Essential functions/responsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Provide a day-to-day Point of Contact (POC) between users, IT services,Partner support, and third-party supportorganizations
Assist with Government Furnished Equipment (GFE) property inventory tracking utilizing customer approved software (Sunflower)
The POC provides advice and guidance and may also beinvolved in providing a rapid restoration of normal services to users following any service disruption
Answer calls, assign and track help tickets/incident reports usingcustomer-approved automated systems
Answer telephone, voice mail, and emailed requests to the Help Deskduring normal work hours
Support role as the initial point of service for all IT support callsat each customer site
Maintain comprehensive knowledge base within the customer database ofinformation gathered from solving previous trouble calls, vendor-provided trouble-shooting solutions. The knowledge base is utilized in assisting users during support phone calls
Escalate calls, when appropriate
Desktop Hardware Support (desktop hardware comprises desktoptelephones, desktop PCs, monitors, printers, scanners, and other computing devices)
Provide recommendations, identify compatible replacement hardwarecompliant with customer requirements for operations on the mission network, maintain desktop equipment database including any warranty information, provide annual recommendations for enhancements to the Common Services organization
Research, evaluate, and provide feedback on problematic trends and patterns
Provide technical guidance and recommendations for system upgrades
Verify all systems are reliable, operating, and configured perconfiguration management standards
Provide technical recommendations for product user requirements
Provide support for ad-hoc special projects (including networkmigrations and email administration, large hardware/software installations, and equipment relocations)
Develop and implement procedures for scheduling, maintenance, networkand hardware diagnostics, and training for any procedures
Implement improved processes based on analysis of customer satisfaction surveys
Generate and review statistics of system utilization, and generate aHelp Desk ticket in response to any anomalies; report issues for correction to system administration
The Contractor shall perform on-site remedial hardware maintenance onoperational systems (e.g. workstation/desktop/hardware/printers supporting customer operational systems)
At the request of the Prime you may be required to complete the Monthly Status Report
Support activities include:
Support for Preventative Maintenance for hardware, replacementparts, modifications, upgrades, including operational equipment, obsolescence prevention and remediation, installation, de-installation and relocation services and support, and IT Asset Management
Prioritize and execute tasks in a high-pressure and fast-paced environment
Maintain a high level of customer satisfaction and excellence at all times
Must be a strong communicator in both oral and written
Requirements
Must Have
At least 1 year of onsite and remote support experience in a medium to large, networked environment
Works independently and within the framework of a team with minimum assistance
Preferred to have prior experience working as a contractor for a government agency
Must understand the art of providing excellent customer service at all times
Nice to Have
Atlassian product knowledge
Work environment
This is an on-site position located in Silver Spring, MD
Physical Demands
Prolonged periods of sitting at a desk and working on a computer
Frequent use of a keyboard, laptop and mouse
The ability to lift and carry 15 pounds
Travel required
There may be travel opportunities (meetings, conferences, etc.)
Required education and experience
At least 1 year of onsite and remote support experience in a medium to large, networked environment
Preferred education and experience
ITILv3 (or later) Foundations
MCSE, MCP or A+ certifications preferred
Work authorization/security clearance requirements
Ability to obtain a security clearance
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The base salary range for this position is $51,262 to $72,260. This base salary range represents a general guideline. An individual’s base salary within that range is determined based on a variety of factors, including (without limitation) the scope, complexities, and responsibilities of the position, the government contract to which the position is assigned, geographic location, market conditions, and the candidate’s relevant experience, education, and skills. GAMA-1 also offers a variety of benefits, including health insurance coverage, life and disability insurance, 401(k) savings plan, training and career development opportunities, paid holidays and paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work). For more information click here. ABOUT GAMA-1 GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), domestic violence victims, political orientation, status as a smoker or tobacco user, hairstyle, use of a service animal, education status, familial status, HIV/AIDS status, height, weight, reproductive healthcare decisions or any other category protected by federal, state or local law. Powered by JazzHR
