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