Help Desk Technician I

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 Role
This 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 delivery metrics, 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 right candidate will exemplify a positive attitude and 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/responsibilities
Reasonable 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 support organizations
• Assist with Government Furnished Equipment (GFE) property inventory tracking utilizing customer approved software (Sunflower)
• The POC provides advice and guidance and may also be involved in providing a rapid restoration of normal services to users following any service disruption
• Answer calls, assign and track help tickets/incident reports using customer-approved automated systems
• Answer telephone, voice mail, and emailed requests to the Help Desk during normal work hours
• Support role as the initial point of service for all IT support calls at each customer site
• Maintain comprehensive knowledge base within the customer database of information 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 desktop telephones, desktop PCs, monitors, printers, scanners, and other computing devices)
• Provide recommendations, identify compatible replacement hardware compliant 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 per configuration management standards
• Provide technical recommendations for product user requirements
• Provide support for ad-hoc special projects (including network migrations and email administration, large hardware/software installations, and equipment relocations)
• Develop and implement procedures for scheduling, maintenance, network and 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 a Help Desk ticket in response to any anomalies; report issues for correction to system administration
• The Contractor shall perform on-site remedial hardware maintenance on operational 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, replacement parts, 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

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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.