Help Desk Systems Administrator, Tier 1, 6am-4pm (AE26081527)

• Respond to user inquiries via phone, email, chat, or ticketing systems
• Log and track support requests using help desk ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity
• Provide step-by-step guidance to users for troubleshooting common problems
• Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system

Technical Support Tasks:

• Install, configure, and update software on user devices
• Assist with password resets, account lockouts, and access issues
• Support basic printer, scanner, and peripheral troubleshooting
• Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories
• Documentation & Reporting
• Document and report solutions and procedures for recurring issues for leadership review.
• Maintain and report accurate records/tickets of support interactions and resolutions.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self-service solutions.
• Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.

Customer Service & Communication

• Maintain a professional and empathetic tone when dealing with users and co-workers.
• Communicate technical information clearly to non-technical users.
• Document and reply provide updates on ticket status and possible resolutions.
• Actively participate in team environment assisting co-workers when needed.
• Compliance & Security
• Ensure adherence to all IT and departmental policies and procedures.
• Report potential security incidents or breaches to appropriate teams or team leaders
• This position is mission essential, may include work on holidays when required

• IAT Level 1
• CompTIA A+ CE
• CompTIA Network+ CE
• Training not acceptable to meet CE Requirement

Requirements:

* High School diploma or GED with 10 years or experience; OR

• Bachelors degree with 5 years of experience.
• Strong Customer Service skills.
• ServiceNow Ticketing System.
• Mission essential position: May include work on holidays when required

We believe great work starts with supporting our people. From day one, you’ll have access to generous paid time off, comprehensive benefits, and a retirement plan designed to help you plan for the future. We offer flexible and hybrid work options where possible, along with a collaborative environment that values your time, contributions, and well-being.

We are committed to your growth through ongoing training, educational reimbursement, and opportunities to advance your career. Whether you are building new skills or taking the next step, you’ll find the support you need to succeed here.

• 11 paid holidays to support work-life balance
• Five weeks of PTO to start, accrued throughout the year

• A variety of medical, dental, and vision plans to fit your needs

• Company-paid life insurance and disability coverage options, including voluntary supplemental plans

• Generous 401(k) employer match for all employees, along with the potential for an additional discretionary employer contribution

• Flexible schedules designed to support both our employees and our clients

• Hybrid work options available for eligible roles
• Robust employee referral bonus program
• Investment in your growth through training and tuition reimbursement

We are consistently on the lookout for talented IT professionals to join our growing company! If you are interested in a fulfilling career that utilizes your professional skills and education at a company that values your expertise, helps you obtain and maintain a U.S. security clearance, and enables you to help strengthen the U.S. intelligence community, explore the opportunities GTSC has available now!