What are the responsibilities and job description for the Google WorkSpace HelpDesk (Secret Clearance Required) position at Improvix Technologies Career Center?
Google Workspace Helpdesk Administrator
Location: Washington, DC (100% Onsite, 5 Days per Week)
Clearance: Secret Clearance or Greater Required
Client: Department of State – Advanced Data Division (ADD)
About the Role
We are seeking a Google Workspace Helpdesk Administrator to provide comprehensive technical support and administration for Google Workspace (FAN) users at the Department of State’s Advanced Data Division (ADD). This role requires a highly skilled IT professional with expertise in Google Workspace administration, troubleshooting, and user support. The ideal candidate will ensure seamless operations, resolve technical issues, and provide guidance on best practices for Google Workspace applications and services.
Key Responsibilities
Helpdesk Support & User Assistance
- Provide first-line technical support for Google Workspace issues, including Gmail, Google Drive, Google Meet, Docs, Sheets, and other Workspace applications.
- Troubleshoot and resolve user account issues, including password resets, permissions management, and access requests.
- Respond to helpdesk tickets, diagnose issues, and escalate complex problems as needed.
- Assist users in adopting Google Workspace features to improve efficiency and collaboration.
Google Workspace Administration
- Manage user accounts, groups, and roles within the Google Admin Console.
- Enforce security policies and access controls, ensuring compliance with departmental and federal regulations.
- Perform daily system monitoring, identifying and resolving issues proactively.
- Support Google Workspace integrations with other enterprise tools and applications.
- Assist with email security, spam filtering, and data loss prevention (DLP) policies.
System Maintenance & Continuous Improvement
- Provide recommendations on best practices for Google Workspace administration and security.
- Maintain documentation for helpdesk procedures, troubleshooting guides, and system configurations.
- Participate in system upgrades, patches, and configuration changes to enhance performance.
- Train users and conduct workshops on Google Workspace features and security best practices.
Collaboration & Stakeholder Engagement
- Work closely with IT security teams, system administrators, and ISSOs to ensure compliance and risk mitigation.
- Participate in Google Workspace team meetings to stay informed on new features and security policies.
- Support change management initiatives, helping users adapt to new tools and system updates.
Required Qualifications
- 2 years of experience providing technical support and administration for Google Workspace (formerly G Suite).
- Hands-on experience with Google Admin Console, including user and group management, security settings, and access control.
- Strong troubleshooting skills for Google Workspace services, including email, collaboration tools, and third-party integrations.
- Familiarity with security best practices, including DLP policies, multi-factor authentication (MFA), and account provisioning.
- Experience handling helpdesk tickets, resolving technical issues efficiently, and escalating when necessary.
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently onsite in a fast-paced, mission-driven environment.
Preferred Skills
- Google Workspace Administrator Certification
- Experience supporting federal government IT environments
- Familiarity with IT service management (ITSM) tools such as ServiceNow, Zendesk, or BMS Kaseya
- Knowledge of PowerShell, Python, or Google Apps Script for automation
- Understanding of networking fundamentals and enterprise security
