• Helpdesk Technician- Level 1

    Job ID 2018-2425
    Job Locations
    IT: Support / Technician
    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 : As the Helpdesk Technician, you will be responsible for submitting tickets on behalf of users over the phone or in-person, assisting users with ticket status, and following up with the appropriate Tier Support for ticket resolution. 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 service manager. Most importantly, the Technician will be responsible for working within a dynamic customer oriented environment to deliver outstanding customer service. 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.


    • Answer helpdesk calls, and respond to voicemails in a timely manner
    • Greet customers and assist with creating and updating IT support tickets (IssueTrak) per defined service-level agreements
    • Evaluate, prioritize, solve, and escalate all tickets to the appropriate Tier Support:
    • Assigning ticket severity- walk customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
    • Assign tickets to appropriate tier support, or correct assignment of tickets as required
    • Update service work notes
    • Establish a high level of personal credibility and building strong relationships
    • Consult with immediate supervisor or higher-level IT specialists on possible solutions
    • Maintain ownership of service tickets throughout the life span of the support request
    • Coordinate with technicians to provide status updates to outstanding tickets
    • Collaborate and follow up with technicians to resolve requests
    • Provide updates, status, and completion information to management
    • Follow-up with users/customers to ensure resolution of issues to the satisfaction of the user/customer. Closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
    • Participate in workshops, seminars, or other events as required.
    • Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.



    • High School Diploma or equivalent related experience
    • 0 – 5 Years of experience
    • Ability to obtain and maintain a Secret security clearance
    • Understanding of OPSEC, and Cyber Awareness




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