Help Desk Tier II Administrator

Responsibilities Geospatial and Cloud Analytics (GCA) is seeking a Help Desk Tier II Administrator to cover 24/7 shifts. The administrator will address and resolve service requests and problem incidents related to end‑user issues, encompassing both software and hardware. This role involves consulting with the user community to troubleshoot technical problems and respond to queries via telephone or self-service tickets, supporting internal and external customers with computer hardware, software, network, system/application access, and telecommunications systems. Tier II administrators cover three eight‑hour shifts throughout the day and utilize problem‑solving skills to diagnose, identify, isolate, and analyze issues, drawing on historical database records. They route calls to specialized support teams, maintain and update records and tracking databases, alert management to recurring problems, and collaborate with system administrators and developers to ensure timely resolution of services and incidents. Providing exceptional customer service across all organizational levels is a key aspect of this position. Required Skills DoD 8570 - IAT Level I, Security+ CE Demonstrated 3-5 years of progressive Information Technology (IT) experience in helpdesk support or similar IT field Experience with software and hardware resolution to include more advanced service solutions than Tier I end user support Top Secret clearance High school Diploma Shifts needed for coverage: 0600-1400, 1400-2000, 2000-0600 Benefits 401(k) matching Company parties Competitive salary Dental insurance Health insurance Paid time off Parental leave Vision insurance Competitive Compensation Paid Time off includes 10 federal holidays and 15 additional days. Bereavement Leave PTO Cash out Company Paid STD and LTD Life and AD&D Insurance 70% employer paid Medical, Prescription, Dental, and Vision Coverage 401k Savings and company match Employee referral program At GCA, we stand at the forefront of innovation, lighting the way towards a future where technology serves as a beacon of possibility. As a premier provider of Information Technology and Audio-Visual Integration services, our mission is to empower individuals and organizations to navigate the digital landscape with confidence and clarity. We work to provide the latest information technology support services and Audio Visual system solutions to our customers worldwide. #J-18808-Ljbffr GCA Services