GEM Companies, Inc.
  • 22-Feb-2017 to 30-May-2018 (MST)
  • Annapolis Junction, MD, USA
  • Salary
  • Full Time


Position Title: Help Desk Tier 1/Shift Operator

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 a vetting Operations 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 data loads and all supporting activities associated with the processing of data loads including but not limited to:

  • Manual processing of data into the production system
  • Transmission of data acknowledgment receipts
  • Creation of and transmission of ad hoc reports
  • Issuance and/or escalation of incident tickets
  • Facilitating bridge/conference calls
  • Troubleshooting IT and non-IT related issues
  • Monitoring, reporting and documenting the health and status of the production system
  • Meeting Service Level Agreements (SLA's)
  • Assist with maintenance activities on the production system
  • Review and editing of Standard Operating 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.

  • Knowledge of MS office products (Word, Excel, PowerPoint & Outlook)
  • The ability to prioritize multiple tasks and activities
  • Experience handling and resolving Tier- 1 and Tier- 2 incidence activities
  • Thorough knowledge of troubleshooting IT systems
  • Experience initiating and escalating incident tickets and/or problem reporting
  • Experience working 24x7 shift schedules in a team environment
  • Excellent communications skills
  • The ability to sit for long periods of time


Preferred Qualifications:

  • Experience with XML, SQL and monitoring software
  • Experience with Remedy/ clears Quest ticket system
  • Experience with IT Service Support, IT Help Desk, IT Technical Support, and/or Data Processing
  • Certain level of expertise with Microsoft Office applications such as Word, Excel, PowerPoint, SharePoint and Outlook
  • ITIL v3 certification

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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