Helpdesk Technician

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and have been in business for 31 years and have 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. Location: Fort Lee, VA (Onsite) Clearance: U.S. Citizen Key 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 Required Qualifications Minimum of one (1) year of prior Help Desk Technician experience providing technical support Experience with the GCSS‑Army system Experience supporting virtual training platforms or learning management systems (preferred) 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 Preferred Qualifications 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 Core Competencies Customer-focused technical support Clear and professional communication Attention to detail and documentation accuracy Adaptability and continuous learning Team collaboration and reliability