• Help Desk/Systems Administrator

    Job ID 2018-1816
    Job Locations
    US-MD-Andrews AFB
    Category
    IT: Administrator / Analyst / Architect / Engineer
    Type
    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

    MF18

    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.

    Responsibilities

    NCI is looking for a self-driven Helpdesk 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 and deskside support to local customers and remote support services to offsite customers. The Technician will support a primary customer facility and occasionally an offsite COOP location. This position also requires support for on-call after hour services on a rotational basis. Furthermore, 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:
     
    • Installation, assistance, and troubleshooting of issues with Microsoft Windows 7, Windows 10, Microsoft Office 2013, Adobe Acrobat Professional, Symantec Anti-virus, Citrix, 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
    • Troubleshoot customer IT service issues to resolution or escalate to senior engineers and/or service account managers as necessary
    • Ability to prioritize and independently manage time on multiple projects simultaneously
    • Exceptional verbal and written communication skills for customer interaction and ticket documentation.
    • Self-identify areas of improvement related to process and technology
    • Assist with the generation and maintenance of IT solution requirements
    • Adhere to business casual dress code at all times
    • Customer and extended team coordination and communication
    • Provide on-call support
    • Less than 10 percent domestic travel may be necessary (foreign travel not required)

    Qualifications

    Requirements:
    • Active DoD secret clearance or greater
    • Minimum two years of computer hardware and software support within a complex environment
    • Bachelor's degree in a related Information Technology;
    • Experience as a substitute to educational requirement will be considered on a case-by-case basis
    • CompTIA Security+ required; enrollment in CompTIA continuing education program is required
    • 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
    • Flexibility with varying shift times between 0600-1800

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