Help Desk Technician III
About The Position
GAMA-1 Technologies, LLC seeks an experienced Help Desk Technician III to provide advanced technical support while leading the day-to-day operations of the IT Help Desk. This role combines hands-on troubleshooting with operational oversight, ensuring consistent, high-quality IT support for local and remote users across enterprise environments in an on-site and telework environment. The Help Desk Technician III supports system configuration, deployment, installation, maintenance, and lifecycle management for end-user devices and associated infrastructure, while serving as an escalation point for complex or high-priority issues. This role also supports documentation, asset management, security patching, and coordination with Government stakeholders. After-hours support may be required as needed to support mission operations.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 4–8 years of experience in IT support, help desk operations, or a related technical role.
- Demonstrated experience providing hands-on technical support in an enterprise or government environment.
- Experience supervising or leading technical staff or serving as a senior/lead technician.
- Strong written and verbal communication skills, including experience interacting with Government or customer stakeholders.
- Ability to obtain a security clearance
Nice To Haves
- Experience performing system administration tasks in Windows, macOS, and Linux environments.
- Familiarity with identity and access management, configuration management, knowledge management, patch management, and endpoint security practices.
- Detail-oriented with strong documentation and organizational skills.
- Relevant certifications such as ITIL, CompTIA A+, Network+, Security+, or Microsoft certifications.
- Experience working in federal government or regulated environments.
- Experience supporting ITIL-aligned service management processes.
Responsibilities
- Lead and support the day-to-day operations of the IT Help Desk, ensuring timely, high-quality technical support in accordance with contract requirements and SLAs.
- Provide hands-on technical support and advanced troubleshooting for hardware, software, network, VPN, and account-related issues for local and remote users.
- Act as the primary escalation point for high-priority or complex incidents, providing expert-level analysis and resolution.
- Support system configuration, installation, deployment, imaging, testing, and maintenance for desktops, laptops, tablets, mobile devices, printers, and peripheral equipment.
- Perform routine system administration tasks, including user account management and access control using centralized identity and access solutions.
- Execute operating system updates, firmware upgrades, security scans, domain-wide patching, and system audits in accordance with security requirements.
- Perform software installation and lifecycle support for COTS, open-source, customer-developed, and standard enterprise applications.
- Conduct Installs, Moves, Additions, and Changes (IMAC) and support hardware refresh, break/fix, and lifecycle activities.
- Maintain accurate documentation of incidents, requests, system changes, and remedial actions within approved ITSM and tracking tools.
- Manage and track IT assets and inventory, including hardware lifecycle, software licensing, and coordination of procurement activities.
- Provide remote IT support using approved tools and clearly communicate technical information to non-technical users.
- Serve as a primary operational point of contact with Government stakeholders, including participation in monthly Contracting Officer’s Representative (COR) meetings.
- Collaborate with internal IT teams and project staff to ensure seamless service delivery and coordination across technical domains.
Benefits
- health insurance coverage
- life and disability insurance
- 401(k) savings plan
- training and career development opportunities
- paid holidays
- paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
