Help Desk Technician I

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Summary

GAMA-1 Technologies, LLC seeks an on-site Help Desk Technician I to provide first-line technical support in person, by telephone, or electronically to end users by addressing a variety of IT-related issues, including hardware, software, network, and peripheral device problems, in a hybrid/telework environment. This entry-level position is ideal for individuals with foundational IT skills and a passion for customer service. The technician will work with a team to resolve issues efficiently and provide consistent and timely support to ensure uninterrupted business operations.

Supervisory Responsibilities N/A

Essential Functions/responsibilities

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

• Respond to and resolve incoming help desk requests via phone, email, chat or ticketing system in a professional and timely manner.
• Provide first-level support for hardware, software, and network issues, troubleshooting, and resolving technical problems related to desktops, laptops, printers, and other devices.
• Document all issues and resolutions in the ticketing system to track support cases and identify recurring problems.
• Perform software installations, updates, and configurations, including operating systems and office applications.
• Provide basic network support, including troubleshooting connectivity issues, VPN, and wireless network configurations.
• Reassign or escalate advanced issues to the appropriate technician or staff,
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  
  

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

• Associate’s degree in information technology or a similar field, or equivalent work experience.
• 0–2 years of relevant IT support or help desk experience, preferably in a federal environment.
• Strong attention to detail and thorough in completing work tasks.
• Commitment to providing a positive customer service experience and being able to meet the quality standards set by the company.
  
  

Preferred Qualifications

• CompTIA A or equivalent entry-level certification.
• Basic knowledge of Google products
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft Office Suite, common office productivity tools,
• Detail-oriented and thorough in completing work tasks.
• Ability to work outside standard working hours for emergency issues and scheduled maintenance projects as needed.
  
  

Work authorization/security clearance requirements

• Ability to obtain a security clearance.
  
  

Work environment

• This work is typically completed on-site at the client location in Silver Spring, MD.
  
  

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 organization's and client facilities.
  
  

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

Proficiency Requirement

• The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes related to this position within the first 90 days of employment. This includes acquiring a thorough understanding of job-specific responsibilities, systems, and workflows as outlined during onboarding and training. Failure to meet this requirement may result in additional training, reassessment, or other actions as deemed necessary by management.
  
  

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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