Help Desk Tier I

Help Desk Support Specialist (Overview)

GCA is looking for a Help Desk Support Specialist with excellent customer service to support an onsite, client-facing IT service center. The ideal candidate will have experience applying best practices to an enterprise-level, service delivery IT environment and a proven track record of meeting or exceeding 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
• Use problem‑solving skills to diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists
• Maintain and update records and tracking databases
• Alert management to recurring problems and patterns of problems
• Work with system administrators and developers to ensure services/incidents are completed
• Provide 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)
• Active Secret clearance is required to start; TOP SECRET (Preferred)
• MUST be eligible to obtain a TOP SECRET (TS) Sensitive Compartmented Information (SCI)
• Requires prior IT helpdesk (i.e., Tier 1 or
  2) experience

• Competitive Compensation
• Health and Wellness benefits through Anthem Blue Cross Blue Shield
• 401(k) 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