Help Desk Analyst Tier I/II

Geospatial and Cloud Analytics (GCA) is looking for a Help Desk Support Specialist who is responsible for ensuring an outstanding level of customer service by providing Tier I/Tier II Customer Service Center support. 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 is part of the IT Technology Development division within the NCIS ITD organization. This position performs the following functions: 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 HS Diploma 2+ years of IT support experience Preferred: Active Directory experience Required: DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security) Secret clearance is required to start, must be eligible to obtain a Top Secret with SCI-level adjudication; TS/SCI preferred Prior experience performing the role is key Job Types: Full-time, Contract Salary: $41,786.00 - $58,584.00 per year Schedule: 8 hour shift Monday to Friday Experience: Help desk/IT: 2 years (Required) License/Certification: CompTIA Security+ (Required) Security clearance: Secret (Preferred) Work Location: In person Job Types: Contract, Full-time Pay: $29,786.00 - $58,584.00 per year Benefits: 401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Schedule: 8 hour shift Evening shift Monday to Friday Night shift Weekends as needed Experience: Help desk/IT: 2 years (Required) License/Certification: CompTIA Security+ (Required) Security clearance: Secret (Preferred) Work Location: In person