Help Desk Tier I

Job Description

Geospatial and Cloud Analytics (GCA) is looking for a Help Desk Support Specialist who is responsible for ensuring an outstanding level of customer service by providing Customer Service Center support. The ideal candidate will have 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 is an ideal position for a candidate looking to for a career in cleared IT government contracting. We work from within to promote our people, so promotions come quickly.

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
• 2 years of IT support experience
• Preferred: Active Directory experience
• Required: DoD 8570 - IAT Level II (GSEC, Security CE, SSCP, or CCNA-Security)
• Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred
• Prior experience performing the role is key
  
  
  

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. Below is a brief overview of our benefits package.

• Competitive Compensation
• Health and Wellness benefits through Anthem Blue Cross Blue Shield
• 401k Retirement Plan
• Paid Time Off (PTO) starting at 120 hours a year.
• 10 Paid federal Holidays
  
  
  

Job Types: Full-time, Contract

Schedule:

• 8 hour shift
• Monday to Friday
  
  
  

Experience:

• Help desk: 1 year (Required)
  
  
  

License/Certification:

• CompTIA Security (Required)
  
  
  

Security clearance:

• Secret (Preferred)
• Ability to obtain a clearance
  
  
  

Work Location: In person