Quantico, VA (onsite) support role supporting NCIS IT Technology Development.

Initiate and resolve service request and problem incidents for internal and external customers.
Coordinate with the user community to resolve technical issues and respond to questions via telephone and self-service ticket.
Support end users across computer hardware, software, network, system/application access, and telecommunications systems.
Use problem-solving skills to diagnose, identify, isolate, and analyze issues using historical database records.
Route calls and tickets to product line specialists, application support specialists, or system support specialists.
Maintain ongoing communication with the HQ Front desk to provide continued support.
Use a work cell phone for bad weather or significant building closures.
Handle VIP ticketing communication as high priority.
Maintain and update records and tracking databases.
Alert management to recurring problems and problem patterns.
Work with system administrators and developers to ensure services and incidents are completed.
Deliver a customer service experience across organizational levels and in varied circumstances.

Hourly pay: $25.63 to $31.52 (likely range).
Years of experience: 5+ years related experience.
Pay may vary based on technical training, certification(s), or degree.
Travel required: None.
Citizenship: U.S. Citizenship Required.

Hiring process includes an identity verification process using advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud.
Virtual interviews require you to be on camera.
The company reserves the right to take your picture to verify identity and prevent fraud.
By proceeding, you authorize collection, processing, and use of your biometric data for identity verification and security purposes.

NCIS Help Desk Analyst Tier 2

Job Description