Help Desk Technician I

GAMA-1 Technologies is seeking an on-site Help Desk Technician I to serve as a first point of contact for end-users. In this entry-level, hands-on role, you will troubleshoot and resolve common hardware, software, network, and peripheral device issues while keeping support activity organized and properly documented.

What you’ll do

• Provide first-level technical support to end-users by troubleshooting and resolving IT issues while maintaining accurate records of support activity.
• Handle help desk requests received by phone, email, or a ticketing system in a professional and timely manner.
• Troubleshoot and resolve first-level hardware, software, and network issues for desktops, laptops, printers, and other devices.
• Document all issues and resolutions in the ticketing system to track cases and identify recurring problems.
• Install, update, and configure software, including operating systems and office applications.
• Support basic networking needs, including connectivity troubleshooting, VPN issues, and wireless network problems.
• Assist with system backups and restores as needed.
• Escalate or reassign advanced requests to the appropriate technician or staff member.
• Consult technical manuals, confer with users, and run computer diagnostics to investigate and resolve problems.
• Inspect equipment and review order sheets to prepare equipment for delivery to users.
• Perform other duties and responsibilities as assigned.

What you bring

• Education: Associate’s degree in Information Technology or a related field (equivalent combination of education and experience may be considered in lieu of a degree).
• Experience: 1–2 years in help desk, IT support, or a related customer service role.
• Strong attention to detail with a thorough, organized approach to completing tasks.
• Demonstrated commitment to delivering a positive customer service experience in line with company quality standards.

Preferred qualifications

• Industry certifications such as CompTIA A+, Network+, or Security+.
• Hands-on experience with a help desk ticketing system.
• Flexibility to work outside standard business hours for emergency support and scheduled maintenance as needed.

Security and work authorization

• Ability to obtain a security clearance.

Training and performance expectations

The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes within the first 90 days of employment, including job-specific responsibilities, systems, and workflows covered during onboarding and training. If this requirement is not met, management may require additional training, reassessment, or other actions.

Benefits

• Health insurance coverage
• Life and disability insurance
• 401(k) savings plan
• Training and career development opportunities
• Paid holidays
• Paid time off (PTO) for vacation, illness or disability, appointments, emergencies, or other situations that require time off

Location: Silver Spring, MD (onsite). Travel required: No. Work environment: On-site.