GEM Companies, Inc.
  • 07-Jan-2020 to 30-Apr-2020 (MST)
  • Annapolis Junction, MD, USA
  • Salary
  • Full Time


Position Title: Help Desk Tier 1/Shift Operator - Level 1

Location: Annapolis Junction, MD

Employment Type: Full Time

Compensation: Salary – DOE

Special Instructions to Candidate: Candidates must be a US Citizen with an active Secret Security clearance to apply for this position (active within the last 24 months)

GEM Companies of Denver, CO

GEM Companies is seeking a Help Desk Tier 1/Shift Operator to join our team. This position will be located in Annapolis Junction, MD. The qualified applicant will become part of GEM working at our customer's site as an Operations Support Center (OSC) Shift Operator performing activities related to IT Service Support, IT Help Desk, Data Processing, and IT Technical Support. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule.


Duties and Responsibilities:

This position will routinely perform activities associated with IT customer support, including but not limited to:

  • Phone call triage
  • Email triage
  • Incident and service request ticket creation, updating and closure
  • Manual uploading of data into the systems
  • Creation of and transmission of daily and ad hoc reports
  • Assist with bridge/conference calls
  • Initial troubleshooting of IT and non-IT related issues
  • Process User Access Requests for all systems
  • Facilities checks
  • Consolidate and post daily shift logs
  • Meeting Service Level Agreements (SLA's)
  • Assist with editing of Standard Operations Procedures and other supporting documentation
  • Unlocking accounts and/or resetting passwords


Minimum Qualifications:

The ideal candidate will be able to demonstrate the ability to work independently and/or as part of a team and have proven investigative, research and/or analysis abilities.

  • Prior experience in customer service or call center environment
  • Proficient with PC functions such as file search, cutting, copying & pasting activities.
  • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
  • Ability to assist with maintaining documentation reflecting the current operational environment
  • Team player with strong interpersonal skills
  • Strong oral and written communication skills


Preferred Qualifications:

  • Knowledgeable with Remedy Incident Management
  • Strong technical knowledge in troubleshooting Windows workstation and custom application problems
  • Ability to work on individual tasks, as well as team-oriented tasks.
  • Ability to prioritize competing priorities.
  • Ability to work under a cross-matrix management structure.


Education/Certification Requirement:

A Bachelor's degree or equivalent in Computer or other related technical disciplines. (Education may be substituted for experience).


Security Clearance Requirement: This position requires U.S. DOD Secret Clearance and TSA Suitability.  


Working Hours:

Shift (24/7/365), rotational 12-hour shifts

GEM Companies, Inc.
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