• Help Desk Tier 1 Technician

    Job ID 2018-1764
    Job Locations
    US-MD-Andrews AFB
    IT: Administrator / Analyst / Architect / Engineer
    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 is looking for a self-driven Helpdesk Support Customer Service Technician with the desire for success and a relentless interest in providing a positive customer experience to complement a cohesive team of IT professionals. The Technician will be expected to provide technical knowledge of concepts and principles related to supporting a Microsoft Windows client environment on a predominately laptop hardware platform. The position will function within a team of technicians providing helpdesk phone and remote support services. This position will assist and collaborate with other IT professional staff at the direction of the customer support manager.  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:
    • Provide IT support call center service to remotely troubleshoot technical issues
    • Installation, assistance, and troubleshooting of issues with Microsoft Windows 7, Windows 10, Microsoft Office 2013, VPN, etc.
    • Installation, assistance, and troubleshooting of laptops, desktops, printers, multifunction devices, scanners and other various hardware technologies
    • Consult with immediate supervisor or higher-level IT specialists on possible solutions
    • Create and update IT support tickets per team standard operating procedures
    • Provide customer support for email, hosted applications, desktop, system and network problems within defined service-level agreements
    • Walk customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
    • Exceptional verbal and written communication skills for customer interaction and ticket documentation
    • Answer helpdesk calls in a timely manner
    • Self-identify areas of improvement related to process and technology
    • Adhere to business casual dress code at all times
    • Customer and extended team coordination and communication


    • Active DoD secret clearance or greater
    • Prefer one year of computer hardware and software support within a complex environment
    • CompTIA Security + with enrollment in CompTIA continuing education program is required
    • Ability to multitask while staying focused
    • Ability to work in a team environment
    • Flexibility with varying shift times between 0600 - 1800
    • The ability to physically move between three separated campus buildings
    • Personal transportation capable of individual transport for offsite support within five miles of primary work location as needed
    • Relocation of equipment from walking distance warehouse or within customer areas to include printers, monitors, laptops, desktops, keyboards and other peripherals
    • The ability to maneuver under desks and tables
    • The ability to physically move laptops, monitors, servers, keyboards and reconnect systems possibly located under desks
    • The ability to successfully work within a fast paced, dynamic environment
    • The ability to work with and lift equipment up to 50 lbs.


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