Helpdesk Analyst Tier II Lead

Geospatial and Cloud Analytics (GCA)
Quantico, VA
Nov 26, 2022
Nov 30, 2022
Full Time
Geospatial and Cloud Analytics (GCA) is looking for a Helpdesk Analyst Tier II Lead who is responsible for ensuring an outstanding level of customer service by providing Tier II direction and support to fellow Teir II Technicians. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.GCA is a small veteran owned company supporting several government contracts. GCA is pleased to offer a competitive benefits package to all full time employees. Below is a brief overview of our benefits package.Competitive compensationFull health and wellness benefits through Anthem Blue Cross Blue Shield401k retirement planPaid time off (PTO) starting at 120 hours a year.10 paid Federal holidays*Position Description: *This position will perform the following functions:* Work with Helpdesk Manager to manage the Tier II team and improve Helpdesk operations* Improve the Helpdesk team's technical knowledge and provide training for new personnel* Assist the Helpdesk Manager to manage team shifts and attendance* Be a Technical expert for ticket resolution and escalation prior to Tier III* Assist in ticket queue management and Quality Control* Initiate and resolves 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 levelsBasic Qualifications:* 3+ years of IT support experience* 1 year of Systems Administration Experience* Security+ce Certification* DOD Security Clearance (Secret Required and the ability to obtain TS/SCI No Poly)* Prior team leadership and training experienceJob Types: Full-time, ContractPay: $55,000.00 - $70,000.00 per yearSchedule:* 8 hour shift* Monday to FridayExperience:* Help desk: 3 years (Required)License/Certification:* CompTIA Security+ (Required)Security clearance:* Secret (Required)Work Location: One location