• IT Support Technician

    Job ID 2018-2493
    Job Locations
    US-VA-Arlington
    Category
    IT: Support / Technician
    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.

     

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    Responsibilities

    NCI: As the IT Support Technician, you will serve as the primary support technician and representative for the National Capital Region, Directorate of Information Management (NCR DOIM). The candidate will provide personal professional assistance for the 3500+ users within the campus. This includes mobile device configuration and troubleshooting, National Guard standard hardware/software installs and configuration, diagnosing of desktop/laptop hardware/software problems, printer troubleshooting. Professional interaction with the customers by phone, remote control of desktop, and desk-side visits. Requests may involve working with other resources and vendors to deliver effective support services. This individual will be the first level of assistance for the NCR DOIM and maintain professionalism at all times. 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: 

    • Mobile Device configuration and troubleshooting (Blackberry, I-Phone, Samsung), with knowledge of DISA baselines.
    • The technician will image workstations and laptops with the National Guard standard desktop image.
    • The technician will complete user moves and new user set-up; perform software installs, life cycle equipment replacement, and data moves.
    • The technician will troubleshoot software/hardware problems.
    • Provide PC and laptop support, problem analysis, and hardware/software installation and configuration.
    • Provide phone, remote, and desk-side technical support to users.
    • Configuration of systems, communications devices, and peripheral equipment.
    • Conduct desk-side training for site personnel in proper use of hardware and software.
    • Resolve tickets in a timely manner to meet SLA’s.
    • Follow Established service desk processes for ticket management.
    • Evaluate, prioritize, and solve tickets and escalate all tickets to the appropriate Tier Support:
      • Assigning ticket severity.
      • Updating service work notes.
      • Prioritizing work to resolve complex support client issues.
      • Establishing a high level of personal credibility and building strong relationships.
      • Maintaining ownership of service tickets throughout the life span of the support request.
      • Collaborating with other staff and vendor support resources to resolve requests.
      • Providing 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.
    • The Government standard software includes but is not limited to:
      • Windows 7, Windows 10
      • Office 2013
      • Internet Explorer/Mozilla Firefox
      • Citrix
      • Outlook
      • Adobe Acrobat (XI Pro)
      • Adobe Flash Player
      • Adobe Shockwave
      • DCS
      • Various Air and Army National Guard software.

    Qualifications

    Requirements: 

    • High school diploma with at least three (3) to five (5) years of relevant and/or equivalent experience within a similar role
    • Current CompTIA Security+ CE Certification 
    • Knowledge of DISA baselines
    • Hands-on experience with Active Directory, imaging Microsoft SCCM
    • Imaging with Microsoft SCCM
    • VMWare (Virtual Desktop Infrastructure) administration experience
    • Excellent customer service skills, and experience working in a customer service environment
    • Ability to prioritize, execute, and manage tasks in a high-pressure environment simultaneously
    • Excellent customer service, communication, problem-solving, analytical, troubleshooting, interpersonal, organizational, and multitasking skills required to provide rapid support for break/fix requests.
    • Ability to obtain and maintain a security clearance

     

    Preferred Education and Experience:

    • Ticketing systems; IssueTrak
    • Hardware configuration/repair of various makes/models of computers and printers
    • Familiarity with working in a military environment
    • Understanding of OPSEC requirements

    Physical Requirements:

    • Sitting for long periods
    • Standing for long periods
    • Ambulate between several buildings
    • Stoop, kneel, crouch, or crawl as required
    • Repeatedly lift and carry weight up to 20 pounds

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