Help Desk Tier I

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 in applying best practices to an enterprise-level, service delivery IT environment with a proven track record of meeting or exceeding contractual service level agreements. Position Description 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 Basic Qualifications 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 (Tier 1 or 2) experience Benefits 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 Job Type Full-time, Contract Schedule 8-hour shift (not including meal breaks) Monday through Friday Experience Help desk: Minimum 1 year (Required) License/Certification(s) CompTIA Security+ (Required) Security clearance Must be US citizen and suitability to obtain a government-sponsored clearance Active Secret clearance (Preferred) Work Location Stafford, VA: 100% onsite, In-person #J-18808-Ljbffr