4 Help Desk Tier 1/2 Jobs in Silver Spring, MD
GAMA-1 Technologies is Hiring a Help Desk Tier 1/2 Near Silver Spring, MD
Position is on onsite.
Core hours are 7am – 6pm Monday – Friday. Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.
Duties And Responsibilities
- Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)
- Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met
- Be responsive and decisive when responding to customer requests, incidents, and inquiries
- Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology
- Ability to multi-task projects and daily operations while providing regular status updates to management
- Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems
- Image, test, and deploy computers for new requests and break/fixes
- Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues
- Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
- Maintain VTC system
- Provide IT support for remote customers using government-approved remote support tools
- Possess a strong working knowledge of Service Now or equivalent ticketing systems
- Perform account management in Active Directory and Mail Administration
- Be knowledgeable with Windows 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications
- Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
- Possess knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging
- Re-mediate systems with identified vulnerabilities in coordination with the ISSO
- 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
- The ability to obtain a security clearance
- At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment
- Familiarity with Windows OS imaging using Ghost/SCCM and other tools
- Works independently and within the framework of a team with minimum assistance
- Must have prior experience working as a contractor for a government agency
- Must understand the art of providing excellent customer service at all times
- ITILv3 Foundations
- MCSE, MCP or A certifications preferred
GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Powered by JazzHR
0wI71oWsDc
Job Summary
Full Time
IT Outsourcing & Consulting
$49k-62k (estimate)
06/23/2024
07/21/2024
gama1tech.com
GREENBELT, MD
100 - 200
2006
GUSTAVO A GAMARRA
$10M - $50M
IT Outsourcing & Consulting
Related Companies
About GAMA-1 Technologies
GAMA-1 is a highly-technical Small Business with a proven delivery model developed with our Federal customers mission in mind. Our success is built on combining industry and agency standards with established GAMA-1 methodologies, IT services, development, and infrastructure expertise. GAMA-1 has refined these methods through our continual improvement process, resulting in us achieving ISO 9001:2008, ISO 20000, and ISO 27001 certifications. Additionally, our entire delivery team has ITIL v3 training and we practice CMMI Level 2 process improvement methodologies across our organization, and shou...ld receive our certification by July of 2016. GAMA-1's mission is to be a trusted partner of the Federal Government delivering quality IT & Professional services through results-driven staff and focus on our customer's vision and mission.
More
Show less
Similar Jobs
Popular Articles
