IT Specialist - Entry to Junior Level

Company: GAMA-1 Technologies
Location: Silver Spring
Posted on: September 17, 2022

Job Description:

This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, 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. 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, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.*Duties and Responsibilities** Provide a day-to-day Point of Contact (POC) between users, IT services, UMS Contractors, Partner support, and third-party support organizations. 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.* Provide AD Authentication Services, password resets, etc.* 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.* Implement desktop security standards to the equipment on the mission LAN, provide the applicable documentation on desktop security rules (including anti-virus configuration and local security policy settings).* Perform patch management on mission LAN desktop systems in accordance with the Patch Management Policy.* Implement, maintain, and troubleshoot desktop software on the mission network, provide recommendations, and establish compatible replacement software compliant with requirements for operations on the mission network.* Desktop Hardware Support (desktop hardware comprises desktop telephones, desktop PCs, monitors, printers, scanners, and other computing devices).* Implement, maintain, and troubleshoot desktop hardware on the mission LAN.* 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). Support activities include:* Correctly identify, diagnose and repair equipment.* Troubleshoot and repair of system equipment including hardware components replacement to maintain compliant operation.* Provide 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*Basic Qualifications: ** US Citizen required* At least 1-5 years 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* Must have prior experience working as a contractor for a government agency* Must understand the art of providing excellent customer service at all times*Preferred Qualifications: ** ITILv3 Foundations* MCSE, MCP or A+ certifications preferredABOUT GAMA-1GAMA-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.comGAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.RIMCJl95JqJob Type: Full-time

Keywords: GAMA-1 Technologies, Silver Spring , IT Specialist - Entry to Junior Level, Other , Silver Spring, Maryland