Help Desk Technician II

Summary

GAMA-1 Technologies, LLC seeks an on-site Help Desk Technician II to provide Tier II onsite and remote technical support to end users within an enterprise IT environment. The technician will handle escalated Tier I technical issues, perform advanced troubleshooting, and provide hands-on assistance with hardware, software, and network-related concerns. This position requires strong problem-solving skills, effective communication, and the ability to deliver excellent customer service in a fast-paced environment.

Supervisory Responsibilities N / A

Essential functions / responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Manage user accounts and access rights using a centralized access solution

Perform operating system and firmware updates, system patches, and audits

Conduct security scans and execute domain-wide system patches

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

Assist with IT asset management, including inventory tracking, hardware procurement, and disposal of outdated equipment.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Perform Installs, Moves, Additions, and Changes (IMAC)

Provide IT support for remote customers using approved remote support tools

Research and resolve technical problems

Utilize IT Service Management (ITSM) tools to document, track, and manage incidents and service requests in alignment with established SLAs and SOPs.

Support users across Google Workspace (Gmail, Drive, Docs, Meet, Chat) and Microsoft Suite environments.

Maintain awareness of security practices and follow established protocols for data protection and incident response.

Collaborate with Tier III and system administration teams for issue resolution and system-level remediation.

Ensure accurate ticket documentation and clear, timely communication with users and management.

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.

Information Security and Confidentiality Obligations

• Ensure adherence to organizational information security policies and procedures; actively participate in mandatory security awareness training; and manage confidential and sensitive information in accordance with company protocols and data protection standards.

Basic Qualifications

Bachelor’s degree in Information Technology or a similar field, or equivalent work experience.

CompTIA A+, Network+, Security+, or ITIL Foundation certifications.

2–4 years of hands-on IT support experience, including prior work in a help desk, desktop support, or technical service environment.

Strong attention to detail and thorough in completing work tasks

Commitment to providing a positive customer service experience and being able to meet quality standards set by the company.

Experience supporting enterprise systems in a federal or large-scale environment preferred.

Preferred Qualifications

Experience providing Tier II support for escalated incidents and service requests.

Ability to work independently with minimal supervision and manage multiple priorities effectively.

Ability to escalate issues appropriately to Tier III or system administration teams.

Proficiency using enterprise imaging and deployment tools.

Experience with BeyondTrust, Google Workspace, and Microsoft Suite administration.

Experience with IT Service Management (ITSM), preferably ServiceNow.

Familiarity with endpoint management and patch coordination using MECM and BigFix (exposure level acceptable).

Experience supporting users remotely using approved remote desktop tools.

Experience managing accounts, group memberships, and access controls in Active Directory.

Troubleshoot Chrome devices and browser environments within Chrome Enterprise, including policy management and user configurations.

Understanding of IT security best practices, including endpoint protection, DLP, and incident response procedures.

Working knowledge of network fundamentals (TCP / IP, DHCP, DNS, VPN, Wi-Fi troubleshooting).

Ability to diagnose and resolve application and hardware compatibility issues.

Provide guidance to Tier I technicians and contribute to the knowledge base by documenting detailed descriptions of recurring issues and their resolutions.

Work authorization / security clearance requirements

Ability to obtain a security clearance.

Work environment

Physical demands

Prolonged periods of sitting at a desk and working on a computer.

Must be able to access and navigate each department at the organizations and client facilities.

Travel required : Yes, to the client's location.

Proficiency Requirement

GAMA-1 also offers a variety of benefits, including health insurance coverage, life and disability insurance, 401(k) savings plan, training and career development opportunities, paid holidays and paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work). For more information click here.

ABOUT GAMA-1

GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com

GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to : veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), domestic violence victims, political orientation, status as a smoker or tobacco user, hairstyle, use of a service animal, education status, familial status, HIV / AIDS status, height, weight, reproductive healthcare decisions or any other category protected by federal, state or local law.

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