NCIS Help Desk Analyst Tier 2 | Active Top Secret clearance

The NCIS Help Desk Analyst Tier 2 provides on-site IT support for mission-critical government projects within NCIS ITD at Quantico, VA, and requires an Active Top Secret clearance.

Responsibilities

• Initiate and resolve service requests and incidents
• Consult with the user community to resolve technical problems and answer queries via telephone or self-service ticket for internal and external customers across hardware, software, networks, system/application access, and telecommunications systems
• Diagnose, identify, isolate, and analyze problems using problem-solving skills and historical database records
• Route calls to product line specialists, application specialists, or system support specialists
• Maintain ongoing communication with the HQ Front Desk for continual support
• Carry a work cell phone for inclement weather or significant building closures
• Handle all VIP ticketing communications as high priority
• Maintain and update records and tracking databases
• Alert management to recurring problems and patterns
• Collaborate with system administrators and developers to ensure services and incidents are completed
• Provide an outstanding customer service experience across all organizational levels

Requirements

• Security Clearance Level: Active Top Secret clearance
• Required Experience: 5+ years of IT support experience in a Help Desk environment
• Experience with Cisco switches and routers
• Required Certifications: Security+ CE
• Education: High School Diploma; AAS preferred
• Location: Onsite at Quantico, VA
• US Citizenship required

Technologies

• Cisco switches
• Cisco 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: 5+ years of related experience (may vary based on technical training, certification(s), or degree)
• Certification: CompTIA Security+ CE
• Travel Required: None
• Citizenship: U.S. Citizenship Required