NCIS Help Desk Analyst Tier 2

General Dynamics Information Technology is seeking a NCIS Help Desk Analyst Tier 2 to support NCIS ITD operations from Quantico, onsite. This role focuses on second-level IT support, incident management, and delivering solid customer service to both internal users and external partners, maintaining steady operations in a demanding environment.

Responsibilities

• Initiate and resolve service requests and incident tickets to restore normal service levels
• Consult with the user community to troubleshoot technical problems and answer queries via phone or self-service portals, supporting hardware, software, networking, access, and telecommunications systems
• Employ problem-solving methods to diagnose, identify, isolate, and analyze issues using historical data
• Escalate and route calls to product line specialists or application/system support teams as needed
• Maintain ongoing communication with the HQ Front Desk to ensure continuous support
• Carry a work cell phone to address weather events or significant building closures
• Treat VIP tickets as high priority and manage related communications accordingly
• Keep records and tracking databases up to date
• Alert management to recurring problems and patterns for proactive remediation
• Collaborate with system administrators and developers to ensure timely completion of services and incidents
• Provide an outstanding customer service experience across all levels of the organization
• Holiday work may be required

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; an Associate degree is preferred
• Onsite work location: Quantico, VA
• Position is pending funding
• U.S. Citizenship required

Technologies

• Cisco switches and routers

Benefits

• AI-powered career tool that identifies career steps and learning opportunities
• Internal mobility team dedicated to helping you reach your career goals
• Comprehensive benefits and wellness packages, 401K with company match, and competitive pay plus paid time off
• Award-winning culture of innovation and a military-friendly workplace

Work Requirements

• 5+ years of related experience
• May vary based on technical training, certification(s), or degree
• CompTIA Security+ CE certification
• U.S. Citizenship required

Salary and Benefits Information

The typical hourly wage for this position ranges from $25.63 to $31.51. This range is not a guarantee of compensation and final pay is determined by experience, location, and contractual requirements. View information about benefits and our total rewards program.

About Our Work

GDIT is a global technology and professional services provider that delivers solutions to U.S. government, defense, and intelligence agencies. With thousands of experts across more than 50 countries, the company focuses on digital modernization, AI/ML, cloud, cyber, and application development to create immediate value at the edge of innovation.

GDIT Is Your Place

• Growth: An AI-powered career tool helps map out steps and learning opportunities
• Support: An internal mobility team assists in achieving career goals
• Rewards: Comprehensive benefits, wellness programs, 401K with company match, and competitive pay plus paid time off
• Community: An award-winning culture of innovation and a military-friendly workplace

Own Your Opportunity

Explore a career with GDIT and discover shared dedication to advancing innovation alongside colleagues who value ongoing growth and impact.