The Role
GAMA-1 Technologies, LLC seeks an experienced Help Desk Technician III to provide advanced technical support while leading the day-to-day operations of the IT Help Desk. This role combines hands-on troubleshooting with operational oversight, ensuring consistent, high-quality IT support for local and remote users across enterprise environments in an on-site and telework environment. The Help Desk Technician III supports system configuration, deployment, installation, maintenance, and lifecycle management for end-user devices and associated infrastructure, while serving as an escalation point for complex or high-priority issues. This role also supports documentation, asset management, security patching, and coordination with Government stakeholders. After-hours support may be required as needed to support mission operations.
Supervisory Responsibilities: None
Essential functions/responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Information Security and Confidentiality Obligations
Basic Qualifications
Preferred Qualifications
Work authorization/security clearance requirements
Work environment
Physical demands
Travel required
Proficiency Requirement
Supervisory Responsibilities: None
Essential functions/responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Lead and support the day-to-day operations of the IT Help Desk, ensuring timely, high-quality technical support in accordance with contract requirements and SLAs.
- Provide hands-on technical support and advanced troubleshooting for hardware, software, network, VPN, and account-related issues for local and remote users.
- Act as the primary escalation point for high-priority or complex incidents, providing expert-level analysis and resolution.
- Support system configuration, installation, deployment, imaging, testing, and maintenance for desktops, laptops, tablets, mobile devices, printers, and peripheral equipment.
- Perform routine system administration tasks, including user account management and access control using centralized identity and access solutions.
- Execute operating system updates, firmware upgrades, security scans, domain-wide patching, and system audits in accordance with security requirements.
- Perform software installation and lifecycle support for COTS, open-source, customer-developed, and standard enterprise applications.
- Conduct Installs, Moves, Additions, and Changes (IMAC) and support hardware refresh, break/fix, and lifecycle activities.
- Maintain accurate documentation of incidents, requests, system changes, and remedial actions within approved ITSM and tracking tools.
- Manage and track IT assets and inventory, including hardware lifecycle, software licensing, and coordination of procurement activities.
- Provide remote IT support using approved tools and clearly communicate technical information to non-technical users.
- Serve as a primary operational point of contact with Government stakeholders, including participation in monthly Contracting Officer’s Representative (COR) meetings.
- Collaborate with internal IT teams and project staff to ensure seamless service delivery and coordination across technical domains.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Information Security and Confidentiality Obligations
- Ensure adherence to organizational information security policies and procedures; actively participate in mandatory security awareness training; and manage confidential and sensitive information in accordance with company protocols and data protection standards.
Basic Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 4–8 years of experience in IT support, help desk operations, or a related technical role.
- Demonstrated experience providing hands-on technical support in an enterprise or government environment.
- Experience supervising or leading technical staff or serving as a senior/lead technician.
- Strong written and verbal communication skills, including experience interacting with Government or customer stakeholders.
Preferred Qualifications
- Experience performing system administration tasks in Windows, macOS, and Linux environments.
- Familiarity with identity and access management, configuration management, knowledge management, patch management, and endpoint security practices.
- Detail-oriented with strong documentation and organizational skills.
- Relevant certifications such as ITIL, CompTIA A+, Network+, Security+, or Microsoft certifications.
- Experience working in federal government or regulated environments.
- Experience supporting ITIL-aligned service management processes.
Work authorization/security clearance requirements
- Ability to obtain a security clearance
Work environment
- This work is normally completed in an on-site and telework environment.
Physical demands
- Prolonged periods of sitting at a desk and working on a computer.
- Able to access and navigate each department at the organizations and client facilities
- Ability to lift 40 pounds on a regular basis
Travel required
- Yes
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.
Similar Jobs
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
GAMA-1 is a highly-technical Certified Small Disadvantaged Business with a mature service delivery model. We combine industry and government standards with established GAMA-1 methodologies to develop, engineer, secure, implement, and maintain IT solutions and services. We refine our methods through continuous process improvement and hold International Organization of Standards (ISO) 9001 (Quality), ISO 20000 (ITSM), and ISO 27001 (Security) certifications. We train our staff on IT Infrastructure Library (ITIL) v4 and apply Capability Maturity Model Integration (CMMI) Services Level 3 processes. GAMA-1 is proud to be Certified™ by Great Place to Work® for two consecutive years. This prestigious award is based entirely on what current employees say about their experience working at GAMA-1 Technologies. This year, 97% of employees said it’s a great workplace compared to 57% of typical U.S.-based company employees.
