NCIS Help Desk Analyst Tier 1

Responsibilities

• Initiate and resolve service requests and incident problems.
• Consult with the user community to address technical problems and answer inquiries by telephone or self-service ticket, supporting internal and external customers with hardware, software, network, system/application access, and telecommunications systems.
• Apply problem-solving techniques to diagnose, identify, isolate, and analyze issues using historical database records.
• Route calls to product line specialists or system/application support teams.
• Maintain and update records and tracking databases.
• Alert management to recurring problems and patterns of issues.
• Collaborate with system administrators and developers to ensure timely completion of services and incidents.
• Provide an outstanding customer service experience across diverse circumstances and organizational levels.

Requirements

• Security Clearance Level: Active Top Secret clearance required.
• Experience: 2+ years of IT support experience in a Help Desk environment.
• Technical experience: Experience with Cisco switches and routers.
• Certifications: Security+ CE required.
• Education: High School Diploma (AAS preferred).
• Location: Onsite at Quantico, VA.
• Citizenship: U.S. Citizenship required.
• Salary: USD 24 - 33 per hour.

Technologies

• Cisco switches and routers

Benefits

• Growth: AI powered career tool that identifies career steps and learning opportunities.
• Support: An 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.

Work Requirements

• Years of Experience: 2+ years of related IT support experience.
• May vary based on technical training, certification(s), or degree.
• Certifications: CompTIA Security+ CE.
• Travel: None.
• Citizenship: U.S. Citizenship required.