Help Desk Technician

Position Summary

Provides Technician II-level help desk support for the GCSS-Army/GCSS-Army training environment. Responds to user queries on the phone, via email, in person, or through remote access. Delivers technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of GCSS-Army/GCSS-Army training environment computer systems, hardware, and software.

Essential Duties and Responsibilities

• Respond to GCSS-Army/GCSS-Army training environment queries via phone, email, chat, in person, or through remote access in a timely and professional manner.
• Provide technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of GCSS-Army/GCSS-Army training environment computer systems, hardware, and software.
• Maintain comprehensive knowledge of all aspects of GCSS-Army/GCSS-Army training environment computer systems’ configuration, set-up, and maintenance.
• Diagnose and resolve hardware, software, and network issues affecting the training environment.
• Document all support requests, resolutions, and escalations in accordance with established procedures.
• Coordinate with Government personnel to schedule and perform system updates, patches, and configuration changes as needed.
• Provide user training and guidance on GCSS-Army training environment features and functionality as needed.
• Contribute to Monthly Status Reports (MSRs) with help desk metrics, ticket summaries, and issue tracking.
• Participate in In-Process Reviews (IPRs) as required to report on help desk operations and any recurring issues.
• Ensure all IT services and solutions used for processing, storage, and transmission of government data are FedRAMP approved.

Required Qualifications

• Minimum two (2) years of prior help desk technician experience with GCSS-Army/GCSS-Army training environment.
• Strong working knowledge of computer systems, hardware, and software, particularly as related to the GCSS-Army ecosystem.
• Well-versed in all aspects of GCSS-Army/GCSS-Army training environment computer systems’ configuration, set-up, and maintenance.
• Excellent interpersonal, communication, and customer service skills.
• Good problem-solving, analytical, and team-work skills.
• Ability to pass a military installation security background check and obtain a Common Access Card (CAC).
• Must complete Anti-Terrorism (AT) Level 1 Training within 10 calendar days of contract start.

Preferred Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field.
• CompTIA A+, Network+, or equivalent IT certifications.
• Experience supporting Army enterprise systems in a training or schoolhouse environment.
• Familiarity with ITIL help desk practices and ticketing systems.
• Prior experience working on a Department of Defense installation.

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person