Job Description

Job Description

Job description

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 compensation
Full health and wellness benefits through Anthem Blue Cross Blue Shield
401k retirement plan
Paid 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 levels

Basic 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 experience

Job Types: Full-time, Contract

Salary: $45,000.00 - $60,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• Days, Swing, and Mid shifts

Experience:

• Help desk: 3 years (Required)

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Required)
• Ability to obtain a clearance

Work Location: In person

Company Description

GCA is a veteran owned small business providing solutions to customer requirements in every realm of the intelligence and information technology industries to include, imagery/intelligence analysis, related systems engineering and administration, operations and maintenance, networking and VTC services.
GCA offers a full benefits package of medical, dental, vision, 401k, short/long term disability, and 200 of vacation/holiday hours. We strive to compensate our employees with competitive wages, a small companies caring environment, and easy access to company resources when needed.
GCA is committed to a safer tomorrow. The challenges facing our Nation and the World grow ever more complex and require the highest level of dedication, integrity, and service. These core values are the backbone GCA builds upon to provide our customers with exceptional service within the dynamic intelligence community and ever changing Information Technology sector.

Company Description

GCA is a veteran owned small business providing solutions to customer requirements in every realm of the intelligence and information technology industries to include, imagery/intelligence analysis, related systems engineering and administration, operations and maintenance, networking and VTC services. \r\nGCA offers a full benefits package of medical, dental, vision, 401k, short/long term disability, and 200 of vacation/holiday hours. We strive to compensate our employees with competitive wages, a small companies caring environment, and easy access to company resources when needed.\r\nGCA is committed to a safer tomorrow. The challenges facing our Nation and the World grow ever more complex and require the highest level of dedication, integrity, and service. These core values are the backbone GCA builds upon to provide our customers with exceptional service within the dynamic intelligence community and ever changing Information Technology sector.