• Serve as the Tier III escalation POC for all unresolved help desk tickets requiring advanced troubleshooting or elevated system access.
• Diagnose, analyze, and resolve complex technical issues related to operating systems, network connectivity, hardware, and software applications.
• Manage user accounts, permissions, and access controls in enterprise environments.
• Perform operating system and firmware updates and system patches.
• Support the lifecycle management of hardware and software assets, including procurement coordination and license compliance.
• Document all actions in the ticketing system, maintaining detailed records of issue resolution and configuration changes.
• Provide mentorship and technical guidance to Tier I and II technicians to promote skill development and consistent support quality.
• Collaborate with systems administrators, network engineers, and cybersecurity personnel to resolve cross-functional technical issues.
• Ensure adherence to information security policies, data protection standards, and organizational IT procedures

• Ensure adherence to organizational information security policies and procedures; actively participate in mandatory security awareness training; and manage confidential and sensitive information in accordance with company protocols and data protection standards.

• Bachelor’s degree in Information Technology or a similar field, or equivalent work experience.
• 4–8 years of demonstrated experience with help desk support, including root cause diagnosis and troubleshooting end-user issues, and providing exceptional customer service required.
• Experience supporting enterprise systems in a federal or large-scale environment preferred.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong written and verbal communication skills.

• CompTIA A+, Network+, or Security+ certification (required or highly preferred).
• ITIL Foundation certification or equivalent understanding of IT Service Management (ITSM) best practices.
• Hands-on experience with ServiceNow or comparable ITSM platforms for ticketing, incident, and change management.
• Familiarity with enterprise support tools such as BeyondTrust, Active Directory, McAfee ePolicy Orchestrator (ePO), Microsoft Endpoint Configuration Manager (MECM), and Chrome Enterprise.
• Proficiency supporting users in Google Workspace (Gmail, Drive, Docs, Meet, Chat) or Microsoft Suite environments.
• Ability to work collaboratively in cross-functional technical teams and provide leadership in escalated incident response.
• Demonstrated ability to perform software installation and lifecycle support for Commercial-Off-The-Shelf (COTS), open-source, and custom software applications.
• Skilled in imaging, testing, and deploying computers for new requests and break/fix activities.
• Proven experience in troubleshooting IT hardware and software issues across desktops, laptops, tablets, mobile devices, printers, and VPN connectivity.

• Ability to obtain a security clearance.

• This work is normally completed at the client’s location in Seattle, WA

• Prolonged periods of sitting at a desk and working on a computer.
• May require lifting and moving of laptops, printer and other office equipment.
• Must be able to access and navigate each department at the organizations and client facilities.

• The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes related to this position within the first 90 days of employment. This includes acquiring a thorough understanding of job-specific responsibilities, systems, and workflows as outlined during onboarding and training. Failure to meet this requirement may result in additional training, reassessment, or other actions as deemed necessary by management.

The base salary range for this position is: $63,429.05 to $77,500.00. 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.