Help Desk Analyst Tier 2

Help Desk Analyst Tier 2 supporting NCIS ITD in Quantico, VA, responsible for initiating and resolving service requests, providing technical assistance to internal and external customers, and coordinating with specialists to ensure service continuity.

Responsibilities

• Create and close service requests and incident tickets
• Liaise with the user community to troubleshoot technical problems and answer queries by phone or via self-service portal, supporting internal and external customers across hardware, software, networks, system/app access, and telecommunications
• Use analytical problem solving to diagnose, isolate, and analyze issues leveraging historical data
• Route calls to product line specialists, application teams, or system support engineers
• Maintain ongoing communication with the HQ Front Desk for continuous support
• Carry a work cell phone for adverse weather or building closure events
• Handle all VIP tickets as high priority
• Maintain and update records in tracking databases
• Alert management to recurring problems and patterns
• Collaborate with system administrators and developers to ensure resolution of services and incidents
• Deliver an outstanding customer service experience across all organizational levels

Requirements

• Active Top Secret security clearance
• 5+ years of IT support experience in a Help Desk environment
• Experience with Cisco switches and routers
• Security+ CE certification
• High School Diploma; Associate of Applied Science preferred
• Onsite position in Quantico, VA
• US citizenship required

Technologies

• Cisco switches and routers

Benefits

• Growth: AI powered career tool that identifies career steps and learning opportunities
• Support: Internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award winning culture of innovation and a military friendly workplace

Salary and Benefit Information

• Likely hourly rate between $25.63 and $31.52
• Compensation is not guaranteed and will be based on experience, location, and contractual requirements; could fall outside this range

Our Identity Verification Process

• Applicants will complete identity verification using biometrics and artificial intelligence to ensure authenticity and prevent fraud
• Virtual interviews require on camera presence
• GDIT may capture your photo to verify identity and prevent fraud
• By proceeding, you authorize the collection, processing, and use of biometric data for identity verification and security purposes

About Our Work

We are GDIT, a global technology and professional services company delivering solutions to major U.S. government agencies in defense and intelligence. Our 26,000 experts apply technology to create immediate value and deliver mission-ready capabilities at the edge of innovation, operating in 50+ countries with strengths in AI, cloud, cyber, and software development.

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Equal Opportunity Employer

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans