Helpdesk Technician

Code Plus Inc•Fort Gregg-Adams, VA

7h•Onsite

About The Position

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL, has been in business for 31 years and has been servicing different agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves on maintaining long-standing partnerships built on trust and results. CODEplus is seeking a qualified Help Desk Technician to provide technical support for virtual training platforms in support of the CASCOM mission. The Help Desk Technician will support users of the GCSS‑Army system e‑environment and similar virtual training platforms hosting Training and Doctrine (TTD) content. This role is responsible for delivering responsive, high-quality technical assistance via email, chat, and phone while ensuring system availability, usability, and customer satisfaction.

Requirements

Minimum of one (1) year of prior Help Desk Technician experience providing technical support
Experience with the GCSS‑Army system
Strong working knowledge of computer systems, hardware, and software
Proficiency in system configuration, setup, and maintenance
Ability to troubleshoot technical issues in a fast-paced, user-facing environment
Excellent interpersonal, verbal, and written communication skills
Strong problem-solving, analytical, and teamwork abilities
Willingness and ability to learn new technologies and systems

Nice To Haves

Experience supporting virtual training platforms or learning management systems
Associate’s degree in Computer Science, Information Technology, or a related field
Experience supporting Department of Defense (DoD) or Army training systems
Familiarity with IT service management (ITSM) tools and ticketing systems

Responsibilities

Provide Tier I Help Desk support for GCSS‑Army and similar virtual training environments hosting TTD content
Respond to user inquiries via email, chat, and telephone in a timely and professional manner
Troubleshoot hardware, software, system access, and configuration issues
Support system setup, configuration, maintenance, and basic network connectivity
Document incidents, troubleshooting steps, and resolutions in accordance with contract requirements
Assist with user account management, permissions, and access control
Escalate unresolved issues to higher-level technical staff as appropriate
Maintain familiarity with GCSS‑Army functionality, updates, and user workflows
Deliver excellent customer service and maintain positive user relationships
Support virtual training events and ensure platform readiness as required