Desktop Support Technician

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: As the Senior Desktop Support Technician, you will provide a single point of contact for end users to receive support and maintenance within the Network Enterprise Center, National Capital Region (NEC-NCR) desktop computing and mission server environments. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to servers, PCs, laptops, printers, scanners and approved handheld devices) to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide direct end user assistance where required. 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.

• Troubleshoot hardware and application support queries and issues reported to the service desk.
• Provide user data and application recovery.
• Use diagnostic tools to troubleshoot problems associated with servers, network connectivity, and workstation hardware/software.
• Use approved tools and methodologies to image, copy and configure systems for deployment.
• Familiarize and train end users on basic software, hardware and peripheral device operation.
• Take ownership and responsibility of queries, issues and problems (tickets) assigned.
• Escalate issues and involve experts wherever required in order to achieve resolution as needed.
• Operate within and enforce the rigorous application of Army Information Security/Information Assurance policies, principles, and practices in the resolution of escalated issues.
• Correctly record work requests using the Remedy Ticketing system
• Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity
• Install, upgrade, support, configure and troubleshoot printers, computer hardware, Windows 7 OS, Office 2007 and 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.
• Interact daily with customers to ensure productivity; updates Remedy tickets in a timely fashion and provides individual feedback when necessary
• Constantly refresh technical knowledge on hardware and software as it pertains to equipment refresh activities within the RNEC-NCR and it customer base
• Reference and direct less experienced technicians to applicable technical publications pertaining to authorized hardware and software products
• Monitor team productivity and quality; provides individual feedback to Team Leads and PMs as needed
• Provide Desktop Support assistance, including answering phones and for web content and monitoring the Desktop Support Branch mailbox as needed
• Maintain and verify daily Remedy Queue status; generate Remedy reports as needed
• Maintain applicable email and other applicable records of all problems and conditions reported by the client
• Supervise and trainsless experienced technicians in the identification of routine/high priority system problems and assignment of corrective action requirements
• Conduct training tasks in accordance with established corrective priority categories
• Coordinate system trouble reports with database analysts, system and application programmers, functional leads and server and network engineers
• Work across teams to coordinate and provide seamless technical support and feedback to clients and Government customers
• Mentor and develop less senior technicians in accordance with the policies and procedures established by the team leads

• Expert technical knowledge of desktop hardware
• Authoritative knowledge of current protocols, operating systems and standards
• Operate tools, components and peripheral accessories
• Software and Hardware troubleshooting
• Windows 7 operation and troubleshooting
• Microsoft Office 2007, Office 2010 support
• Planning, organizing, facilitation and communications skills
• Function effectively in a team environment with both technical and non-technical team members
• Work effectively with minimal supervision
• Manage time efficiently, set priorities appropriately, schedule calls
• Maintain professional demeanor under stress
• Operate within customer standard operating procedures
• Support and administration of SIPRNet

MINIMUM REQUIREMENTS:

• High-school diploma or educational equivalent required; diploma from a technical or vocational school or have acquired equivalent military/DoD training. Bachelors or Masters Degree in Computer Science, Information Assurance, Information Systems, or other related scientific or technical discipline is preferred. Work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements.
• Six (6 to eight years of experience providing collaborative computing implementation, troubleshooting, and maintenance support.

CERTIFICATIONS:

Applicant MUST have and maintain at least one of the following Information Assurance (IA) certifications PRIOR to beginning employment:

• CompTIA, Security+ CE (Required)
• ISC2, Systems Security Certified Practitioner (SSCP)
• GIAC, Security Essentials Certification: (GSEC)
• Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by on-site management.)

Applicant must also have at least one of 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