Help Desk Analyst

About the role

Geospatial and Cloud Analytics (GCA) is looking for a Help Desk Analyst who is responsible for ensuring an outstanding level of customer service by providing Customer Service Center support to our client located in Quantico, VA. 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. This position offers great growth opportunities to other IT fields, such as Security Operations, Information Assurance, System Administration, Network engineering, and Unified Communications. GCA is a Small Disadvantaged Veteran Owned company supporting several government contracts.

Responsibilities

• Provide technical support and troubleshooting assistance to end-users
• Initiate and resolves service request/problem incidents
• Install, configure, and maintain computer hardware and software
• Assist with the setup and maintenance of user accounts and permissions
• Works with system administrators and developers to ensure services/incidents are completed
• Document all support activities and resolutions in the ticketing system
• Follow standard operating procedures for incident management and escalation
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels

Requirements

• Proven experience as a Help Desk Analyst or Customer Service Support
• Strong knowledge of Windows operating systems and desktop support
• Ability to diagnose and resolve hardware and software issues
• Excellent problem-solving skills and attention to detail
• Active Directory experience preferred
• DoD 8570 - IAT Level II (GSEC, Security+ CE, SSCP, or CCNA-Security)
• Interim Secret clearance is required