Tier II Service Desk Support

GAMA-1 Technologies
Silver Spring, MD
Jul 17, 2017
Aug 07, 2017
Full Time
Job Description POSITION OVERVIEW Tier II Service Desk Support position is to support migration efforts as well as general Service Desk support duties. KEY DUTIES Migration Duties: Image, install, and deploy workstations and laptops with the baseline image Complete pre-assessments for each assigned migrated user and ensure new device is configured properly to respective users' specifications Follow up with users post migration to ensure full functionality and resolution of reported issues. Troubleshoot connectivity and networking issues for migrated users Provide timely, courteous, and professional technical support and customer service Document and track customer incidents and requests using the ServiceNow incident tracking/ticketing software system. General O&M Duties during non-migration periods: Provide Tier 2 application support for end-user systems, including Office 2010 and 2013, McAfee Antivirus, Windows OS, web browsers, internal proprietary and managed applications. EXPERIENCE AND EDUCATION Bachelor's Degree in Computer Science or related field (ie, EE, CPE, MIS, IT) Experience in Service Desk Operations Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project) Requires hands-on experience imaging and installing laptops and workstations, configuring hard drives (SSDs), peripheral devices, and network and desktop printer installations. Excellent verbal and written communication skills Strong customer service, troubleshooting, and trouble ticket entry experience. Must be organized, timely, and customer service oriented Ability to work well independently and in a team setting Adaptability, flexibility and ability to deal with ambiguity and change Must be available for a shift during the core hours (8AM - 5:30PM) Monday - Friday, as needed. ITIL Foundation Certification or ability to obtain certification within 6 month US Citizenship Company Description ABOUT GAMA-1 GAMA-1 is rapidly growing a 8(a) Certified Small Disadvantaged 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