Help Desk Technician III

GAMA-1 Technologies, LLC seeks an experienced Help Desk Technician III to provide advanced technical support while leading the day-to-day operations of the IT Help Desk. This role combines hands‑on troubleshooting with operational oversight, ensuring consistent, high‑quality IT support for local and remote users across enterprise environments in an on‑site and telework environment. The Help Desk Technician III supports system configuration, deployment, installation, maintenance, and lifecycle management for end‑user devices and associated infrastructure, while serving as an escalation point for complex or high‑priority issues.

This role also supports documentation, asset management, security patching, and coordination with Government stakeholders. After‑hours support may be required as needed to support mission operations.

Supervisory Responsibilities:

None

• Lead and support the day-to-day operations of the IT Help Desk, ensuring timely, high‑quality technical support in accordance with contract requirements and SLAs.
• Provide hands‑on technical support and advanced troubleshooting for hardware, software, network, VPN, and account‑related issues for local and remote users.
• Act as the primary escalation point for high‑priority or complex incidents, providing expert‑level analysis and resolution.
• Support system configuration, installation, deployment, imaging, testing, and maintenance for desktops, laptops, tablets, mobile devices, printers, and peripheral equipment.
• Perform routine system administration tasks, including user account management and access control using centralized identity and access solutions.
• Execute operating system updates, firmware upgrades, security scans, domain‑wide patching, and system audits in accordance with security requirements.
• Perform software installation and lifecycle support for COTS, open‑source, customer‑developed, and standard enterprise applications.
• Conduct Installs, Moves, Additions, and Changes (IMAC) and support hardware refresh, break/fix, and lifecycle activities.
• Maintain accurate documentation of incidents, requests, system changes, and remedial actions within approved ITSM and tracking tools.
• Manage and track IT assets and inventory, including hardware lifecycle, software licensing, and coordination of procurement activities.
• Provide remote IT support using approved tools and clearly communicate technical information to non‑technical users.
• Serve as a primary operational point of contact with Government stakeholders, including participation in monthly Contracting Officer’s Representative (COR) meetings.
• Collaborate with internal IT teams and project staff to ensure seamless service delivery and coordination across technical domains.

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

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.

• 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.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 4–8 years of experience in IT support, help desk operations, or a related technical role.
• Demonstrated experience providing hands‑on technical support in an enterprise or government environment.
• Experience supervising or leading technical staff or serving as a senior/lead technician.
• Strong written and verbal communication skills, including experience interacting with Government or customer stakeholders.

• Experience performing system administration tasks in Windows, macOS, and Linux environments.
• Familiarity with identity and access management, configuration management,…