Help Desk Technician II

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GAMA-1 Technologies seeks a Help Desk Technician II to provide Tier II on-site and remote technical support to end users within an enterprise IT, on-site, and telework environment. The Help Desk Technician II will handle escalated technical issues from Tier I, perform advanced troubleshooting, and provide hands-on assistance for 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.

• Provide Tier II support for escalated incidents and service requests from Tier I technicians, resolving complex hardware, software, and network issues.
• Utilize IT Service Management (ITSM) to manage, document, and escalate tickets in accordance with organizational SOPs and SLAs.
• Perform desktop, laptop, and peripheral device troubleshooting, installation, configuration, and upgrades.
• Execute installs, moves, additions, and changes (IMACs) for computer systems, peripherals, and network connections.
• Support end users onsite and remotely using approved remote desktop tools.
• Perform system imaging, software deployment, and configuration using approved enterprise tools.
• Manage and troubleshoot user accounts, group memberships, and access controls in Active Directory.
• Support users across Google Workspace (Gmail, Drive, Docs, Meet, Chat) and Microsoft Suite environments.
• Collaborate with Tier III teams for issue escalation and system-level remediation.
• Maintain awareness of security practices and follow established protocols for data protection and incident response.
• Maintain accurate records of all work performed in the ticketing system and ensure 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.
• Experience with ServiceNow or other service desk tools
• Experience supporting enterprise systems in a federal or large-scale environment is preferred
• 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.
  
  

Required Qualifications

• Troubleshoot Chrome devices and browser environments within Chrome Enterprise, including policy management and user configurations.
• Provide guidance to Tier I technicians and contribute to the knowledge base with detailed documentation of recurring issues and resolutions.
• Experience with IT Service Management (ITSM) , preferably ServiceNow.
• Experience with BeyondTrust, Google Workspace, and Microsoft Suite
• Basic understanding of IT security concepts, including endpoint protection and DLP practices
• Ability to work independently with minimal supervision and manage multiple priorities effectively.
• Working knowledge of Active Directory, user and group administration, and remote desktop tools.
• Understanding of network fundamentals (TCP/IP, DHCP, DNS, VPN, and Wi-Fi troubleshooting).
• Ability to diagnose and resolve application and hardware compatibility issues.
  
  

Work authorization/security clearance requirements

• Ability to obtain a Security Clearance.
  
  

Work environment

• This work is typically completed in a telework environment; on-site atthe client’s location in Silver Spring, MD,and teleworking one day a week.
  
  

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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