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GAMA-1 Technologies · 1 month ago

Help Desk Technician III

Honolulu, HI

Full-time

Onsite

Mid, Senior Level

$63K/yr - $78K/yr

4+ years exp

GAMA-1 Technologies is a rapidly growing technology business that provides strategic information assurance, information security, and business enterprise solutions to the Federal Government. They are seeking an experienced Help Desk Technician III to support professionals by providing advanced troubleshooting and problem resolution for complex hardware, software, and network issues on-site.

Cloud SecurityEnterprise SoftwareInformation TechnologySoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Manage user accounts and access rights using a centralized access solution

Act as the primary point of contact for escalated or high-priority technical issues, providing expert-level troubleshooting and resolution for hardware, software, and network-related problems

Troubleshoot and resolve advanced technical issues related to operating systems (Windows, Mac, Linux), network configurations, and application performance

Perform operating system and firmware updates, system patches, and audits

Conduct security scans and execute domain-wide system patches

Perform software installation and lifecycle support for: Commercial-Off-The-Shelf (COTS) packages, open-source software packages, customer-developed packages, standard application suites, and customer-specific applications and tools

Image, test, and deploy computers for new requests and break/fixes

Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues

Ensure proper asset management, including hardware lifecycle, software licensing, procurement coordination, and compliance

Maintain records of daily data communication transactions, problems, remedial actions, and configuration changes in the ticketing system

Perform Installs, Moves, Additions, and Changes (IMAC)

Provide IT support for remote customers using approved remote support tools

Ability to explain technical information in understandable language to nontechnical staff members

Provide mentorship and technical guidance to Tier I and II technicians to promote skill development and consistent support quality

Collaborate with systems administrators, network engineers, and cybersecurity personnel to resolve cross-functional technical issues

Ensure adherence to information security policies, data protection standards, and organizational IT procedures

Qualification

Advanced troubleshootingOperating systems supportITSM platforms experienceCompTIA certificationsAnalytical skillsDocumentation skillsCommunication skillsCustomer serviceMentorshipCollaboration

Required

Bachelor's degree in Information Technology or similar field, or equivalent work experience

4–8 years of demonstrated experience with help desk support, including root cause diagnosing and troubleshooting end-user issues and providing exceptional customer service required

4-8 years of experience serving as the Tier III escalation point for unresolved help desk tickets requiring advanced troubleshooting or elevated system access

Ability to document detailed actions in the ticketing system, including configuration changes and resolution steps

Excellent analytical, problem-solving, and decision-making abilities

Strong written and verbal communication skills

Preferred

CompTIA A+, Network+, or Security+ certification

ITIL Foundation certification or equivalent understanding of IT Service Management (ITSM) best practices

Hands-on experience with ServiceNow or comparable ITSM platforms for ticketing, incident, and change management

Familiarity with enterprise support tools such as BeyondTrust, Active Directory, McAfee ePolicy Orchestrator (ePO), Microsoft Endpoint Configuration Manager (MECM), and Chrome Enterprise

Proficiency supporting users in Google Workspace (Gmail, Drive, Docs, Meet, Chat) or Microsoft Suite environments

Experience managing enterprise-level user accounts, permissions, and access controls

Experience coordinating procurement and ensuring license compliance for hardware and software assets

Ability to work collaboratively in cross-functional technical teams and provide leadership in escalated incident response

Demonstrated ability to perform software installation and lifecycle support for Commercial-Off-The-Shelf (COTS), open-source, and custom software applications

Skilled in imaging, testing, and deploying computers for new requests and break/fix activities

Proven experience troubleshooting IT hardware and software issues across desktops, laptops, tablets, mobile devices, printers, and VPN connectivity