• Sr. IT Support Technician

    Job ID 2018-2589
    Job Locations
    US-VA-Arlington
    Category
    Engineering (non IT)
    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.

     

    The 

    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 professional assistance for the 3500+ users within the campus. This includes National Guard standard hardware/software installs and configuration, diagnosing of desktop/laptop hardware/software problems. This is to include professional interaction with the customers by phone, help desk system, and desk-side visits. Requests may involve working with other resources, military, contractor and civilian personnel to deliver effective support services. This individual will be the first/second level of assistance for the NCR DOIM desktop support 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.

     

    • 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.
    • Resolve tickets in a timely manner to meet SLA’s.
    • 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
    • Participate in workshops, seminars, or other events as required.

     

    Qualifications

    MINIMUM REQUIREMENTS:

    • Bachelor’s Degree in Computer Science or equivalent related experience
    • 5-9 years of experience or equivalent job experience
    • Security+ Required
    • Active Directory experience
    • Knowledge of ITIL foundation
    • Intermediate experience with MS Office Suite 2013
    • Active Secret
    • 2 – 7 Years of experience

     

    PREFERRED EDUCATION AND EXPERIENCE:

     

    • B.S. Degree in computer science, or 5-9 years’ experience or equivalent with similar role and complexity
    • Hardware configuration/repair of various makes/models of computers and printers
    • Ticketing systems; IssueTrak/Remedy
    • Familiarity with working in a military environment
    • Understanding of OPSEC and Cybersecurity requirements
    • Ability to lead a small team (optional)

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