GCC Technologies LLC Looking for IT Helpdesk TSR at Washington, DC  Full Time

GCC Technologies, founded in 1997 with headquarters in Oakland, Maryland, is a fast growing service-disabled Veteran owned Small Business and HUBZone company with an outstanding record of performance providing more effective and efficient acquisition, business process, administrative and security services to multiple federal agencies. GCC was recently ISO certified under ISO 9001:2015.

GCC Technologies is in need of an IT Helpdesk TSR (On-Site) to support their client the House of Representatives in Washington, DC. Position is onsite at the House of Representatives located in Washington, DC.

• Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.
• Provide Mobile Device Support, Hardware/Software installation and configuration support.
• Provide support for House offices in installing and using House supported software
• Assist in developing user documentation/installation procedures.
• Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera’s, accessories used for applications like Teams, Skype, etc.
• Provide consulting support to the House offices.
• Serve as a resource for solving user problems requiring an advanced level of technical support. *
• Migrate user data upon request.
• Ability to create and image computers/laptops.
• Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc
• Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.
• Provide front line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).
• Provide support for application software installation and use.
• Assist in developing user documentation/installation procedures. * Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.
• Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.
• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.
• Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.
• Willing to participate in HIR projects and initiatives for House customers.
• Serve as a resource for solving user problems requiring an advanced level of technician support.
• Serve as the technical resource and solution-provider for the Technology Partners.
• Work closely with other HIR groups to support current technology.
• Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems.
• Confer with senior engineering staff to resolve more complex problems.
• Perform other official duties as assigned.

Qualifications:

• Five (5) years – an advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems software
• Five (5) years of Active Directory User & Account Administration
• Five (5) years minimum experience with Microsoft Windows and Office 365 applications
• Three (3) years minimum experience supporting clients using remote access software
• Three (3) years minimum experience supporting remote connectivity (VPN)
• Must be able to physically lift-up to 50 pounds of equipment.
• CompTIA Certification preferred but not required
• Must be able to interact with executive-level customers and management Possess excellent customer service skills
• Ability to work in a fast-paced environment and meet challenging deadlines. Demonstrated excellent communication skills and telephone mannerism.
• Strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.
• One (1) year minimum experience with MAC OS
• One (1) year minimum experience supporting clients using remote access software
• Experience/exposure Cisco AnyConnect
• One (1) year minimum experience supporting remote connectivity (VPN)
• Experience with Remote SEcureID console preferred but not required
• Three (3) years of Active Directory User & Account Administration
• Three (3) years minimum experience in IT Call Center environment
• Three (3) years minimum experience with Microsoft Windows 10 and Office 365 applications
• Three (3) years minimum experience supporting Mobile operating systems, i.e. iOS, Android
• Experience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.
• Three (3) years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online
• Five (5) Years’ Experience using BMC Remedy Incident, Change or Knowledge Management
• 1-year minimum experience supporting virtual conferencing solutions.
• Experience with MS Teams, WebEx, and Zoom applications preferred but not required.
• Be self-motivated to work supervised and unsupervised as needed.
• Related IT certifications preferred but not required; list those that they may have
• Related College degree preferred but not required
• ITIL qualification preferred but not required
• MCP Office 365 Certification preferred but not required

GCC Technologies LLC is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.
GCC Technologies LLC also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS encouraged to apply.