• Help Desk Specialist, Intermediate

    Job ID 2018-1695
    Job Locations
    US-VA-Fort Belvoir
    IT: Hardware
    Regular Full-Time
  • Overview

    NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. Coupled with a refined focus on strategic partnerships, we are successfully bridging the gap between commercial best practices and mission-critical government processes. Core competencies include:

    • Artificial intelligence
    • Agile digital transformation
    • Advanced analytics
    • Hyperconverged infrastructure solutions
    • Cyber security and information assurance
    • Fraud, waste and abuse
    • Engineering and logistics


    NCI has been designated a 2018 Military Friendly Employer by MilitaryFriendly.com 


    Headquartered in Reston, Virginia, NCI has approximately 2,000 employees operating at more than 100 locations worldwide.


    NCI: Under indirect supervision, the Desktop Support Services Specialist Intermediate ( Desktop Support Technician II) ,role is to provide a single point of contact for end users to receive support and maintenance within the Regional Network Enterprise Center, National Capital Region (RNEC-NCR) desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, scanners and Black Berries) to ensure optimal performance. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

    Highlights of Responsibilities:
    • Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment
    • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
    • Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
    • Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral
    • Develop trends by monitoring and analyzing incoming calls, problems and support requests
    • Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
    • Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
    • Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment
    • Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support
    • Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines
    • Expert technical knowledge of PCs and desktop hardware
    • Authoritative knowledge of current protocols, operating systems, and standards
    • Windows 7 operation and software and hardware troubleshooting
    • Microsoft Office 2007, Office 2010 support
    • Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals
    • Ability to operate tools, components, and peripheral accessorie. Proven customer service skills and effective time management, planning and organizing skills
    • Function effectively in a team environment with both technical and non-technical team members
    • Work effectively with minimal supervision and maintain a professional demeanor under stress
    • Manage time efficiently, set priorities appropriately, schedule calls


    • Candidate must possess the following certifications in order to meet the DoD Information Assurance Technical (IAT) Level I Information Assurance (IA) Requirement:
    • Applicant must have and maintain at least one of the following Information Assurance (IA) certifications prior to beginning employment:
    • CompTIA Security+ ce
    • Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by management.)
    • Applicant must also have the following Computing Environment (CE) certifications within 120 days from his/her start date:
    • MCSA: Microsoft Certified Solutions Associate MCSA Windows 10 (70-697): Configuring Windows Devices, within 90 days

    Preferred Education and Experience:
    • Bachelors Degree in Computer Science, Information Assurance, Information Systems, or other related scientific or technical discipline is preferred
    • Diploma from a technical or vocational school, work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements
    • Must have three (3) to eight (8) years of experience providing IT implementation, troubleshooting, and maintenance support. Expert-level skills in Service Desk operations



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