Help Desk Technician

The Help Desk Technician I is a frontline role ensuring users have reliable, secure, and fully functional IT systems to support their scientific and operational work. This position minimizes downtime, resolves technical issues efficiently, and maintains the health of end-user devices across Windows, Linux, and Mac environments.

This role supports contract success by sustaining daily IT operations, maintaining endpoint compliance through patching, security scans, and account management, and enabling staff to focus on mission priorities. Given the small user base and diverse technical needs, the Help Desk Technician I provides responsive, high-quality support both onsite and remotely.

What You Will Do in This Role

The Help Desk Technician I manages user accounts, maintains and secures IT systems, deploys and troubleshoots hardware and software, supports asset management, and provides technical assistance to ensure smooth daily operations.

• Manage user accounts and access rights using a centralized access management solution.
• Perform operating system and firmware updates, system patches, and security audits.
• Conduct security scans and deploy domain-wide system patches to maintain a secure environment.
• Image, test, and deploy computers for new requests, as well as repair and replace equipment as needed.
• Troubleshoot IT hardware and software issues across laptops, desktops, tablets, mobile devices, printers, and VPN connections.
• Support IT asset management, including inventory tracking, hardware procurement, and secure disposal of outdated equipment.
• Collaborate with staff, users, and management to identify requirements for new systems or modifications.
• Maintain detailed records of daily data communication transactions, issues, remedial actions, and installation activities.
• Review technical manuals, consult with users, and perform computer diagnostics to resolve problems and provide technical support.

What You Will Bring

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant work experience
• 2+ years of demonstrated experience providing help desk support and delivering exceptional customer service

Preferred Qualifications

• Professional IT certifications
• Detail-oriented and thorough in completing tasks
• Flexibility to work outside standard hours for emergency issues or scheduled maintenance as needed

Work authorization/security clearance requirements

• Ability to obtain a security clearance.

Work environment

• This work is normally completed in a remote environment.

Physical demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to access and navigate each department at the organization's and client facilities.

Travel required

• No

Proficiency Requirement

The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes related to this position within the first 90 days of employment. This includes acquiring a thorough understanding of job-specific responsibilities, systems, and workflows as outlined during onboarding and training. Failure to meet this requirement may result in additional training, reassessment, or other actions as deemed necessary by management.

GAMA-1 also offers a variety of benefits, including health insurance coverage, life and disability insurance, 401(k) savings plan, training and career development opportunities, paid holidays and paid time off (PTO - to cover vacation, illness or disability, appointments, emergencies or other situations that require time off from work). For more information click here.

ABOUT GAMA-1

GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com

GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), domestic violence victims, political orientation, status as a smoker or tobacco user, hairstyle, use of a service animal, education status, familial status, HIV/AIDS status, height, weight, reproductive healthcare decisions or any other category protected by federal, state or local law.

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