Help Desk Tier I

GCA is looking for a Help Desk Support Specialist with excellent customer service to support an onsite, client-facing IT service center. The ideal candidate will have experience in applying best practices to an enterprise-level, service delivery IT environment with a proven track record of meeting or exceeding contractual service level agreements.

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

MINIMUM two (2) years of IT support experience

Active Directory experience (Preferred)

Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)

Active Secret clearance is required to start; TOP SECRET (Preferred)

MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)

Requires prior IT helpdesk (i.e., Tier 1 or 2) experience

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, including but not limited to :

Competitive Compensation

Health and Wellness benefits through Anthem Blue Cross Blue Shield

401k Retirement Plan

Paid Time Off (PTO), starting at 120 hours / year

Ten (10) paid Federal holidays

Job Type : Full-time, Contract

Schedule :

8-hour shift (not including meal breaks)

Monday through Friday

Experience :

Help desk : Minimum 1 year (Required)

License / Certification(s) :

CompTIA Security+ (Required)

Security clearance :

Must be US citizen and suitability to obtain a government-sponsored clearance

Active Secret clearance (Preferred)

Work Location :

Stafford, VA : 100% onsite, In-person