GAMA-1 Technologies

Help Desk Technician I

Silver Spring, MD
Full Time
Entry Level
Summary
We are seeking candidates who have expertise relevant to providing exceptional technical support. This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-focused mindset to effectively resolve technical challenges in a timely manner. Position is on onsite in Silver Spring, MD (with the possibility of limited telework.)

You are responsible for providing IT desktop support to approximately 300 users. Through analysis, repair, and maintenance, you will ensure that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. You will address assigned incidents and problems promptly, consistent with customer SLAs.

Supervisory responsibilities
  • None

Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
  • Responds to tickets and questions escalated from Tier I Call Center. 
  • Answer user inquiries regarding computer software or hardware operation to resolve problems using approved remote support tools
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Ability to multi-task projects and daily operations while providing regular status updates to management
  • Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers
  • Be knowledgeable with Windows 10 and 11 Operating Systems, MS Office Applications, Google Mail, and Google Applications
  • Knowledge or experience in supporting MAC IOS in an enterprise environment
  • Possess knowledge of Trellix, GoverLan, Cisco Secure VPN, and computer imaging
  • Perform account management in Active Directory
  • Provide IT support for remote customers using government-approved remote support tools
  • Follow-up with end users to provide status updates meeting expected service level targets (SLAs). 
  • Image laptops and desktop computers with NOAA/NESDIS Windows 10 and 11 OS
  • Adhere to customer change, configuration, and security guidelines
  • Work independently and with minimal supervision 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Basic Qualifications
  • 2 years of experience working in an IT Service Desk environment 
  • Extensive support of MS Windows-based OS, including laptop and desktop hardware
  • Ability speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client
  • Ensure a high customer satisfaction (CS) and positive customer experience (CX). 
  • Team player, responsive and self-managed
Preferred Qualifications
  • Associate’s Degree in Computer Science, MIS, Business or Related Technical Field, or equivalent work experience 
  • CompTIA Certificate (A+, Network +, Server+, or Security+) 
  • ITILv3 Foundations
  • HDI Certificate Experience support for macOS and major Linux distributions (RHEL, CentOS, etc.)
  • Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)
  • Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support
Work authorization/security clearance requirements
Ability to obtain a government security clearance

Physical Demands
  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to access and navigate each department at the organizations and client facilities
The base salary range for this position is: $51,261.55 - $72,260.26

This base salary range represents a general guideline. An individual’s base salary within that range is determined based on a variety of factors, including (without limitation) the scope, complexities, and responsibilities of the position, the government contract to which the position is assigned, geographic location, market conditions, and the candidate’s relevant experience, education, and skills.

GAMA-1 also offers a variety of benefits, including health insurance coverage, life and disability insurance, 401(k) savings plan, training and career development opportunities, paid holidays and paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work). For more information click here.

ABOUT GAMA-1

GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com

GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), domestic violence victims, political orientation, status as a smoker or tobacco user, hairstyle, use of a service animal, education status, familial status, HIV/AIDS status, height, weight, reproductive healthcare decisions or any other category protected by federal, state or local law.

Share

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*