Help Desk Tier I

Help Desk Tier I Support Specialist

Join GCA to provide excellent customer service in an onsite, client‑facing IT service center. The ideal candidate applies best practices to an enterprise‑level service delivery environment and consistently meets or exceeds contractual service level agreements.

• Initiate and resolve service request/problem incidents
• Consult with the user community to resolve technical problems and answer queries by telephone or self‑service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems
• Works with system administrators and developers to ensure services/incidents are completed
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels

• HS Diploma
• MINIMUM two (2) years of IT support experience
• Active Directory experience (Preferred)
• Requires active DoD 8570 - IAT Level II (e.g., GSEC, Security+ CE, SSCP, or CCNA-Security)
• Requires prior IT helpdesk (Tier 1 or
  2) experience
• MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)

• Competitive Compensation
• Health and Wellness benefits through Anthem Blue Cross Blue Shield
• 401k Retirement Plan
• Paid Time Off (PTO), starting at 120 hours/year
• Ten (10) paid Federal holidays

Full-time, Contract

• 8-hour shift (not including meal breaks)
• Monday through Friday

• Help desk:
  Minimum 1 year (Required)

• CompTIA Security+ (Required)

• Must be US citizen and suitability to obtain a government-sponsored clearance
• Active Secret clearance (Preferred)

• Stafford, VA: 100% onsite, In-person

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