• Service Desk Technician

    Job ID 2018-2753
    Job Locations
    US-MD-Fort Detrick
    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.

    Responsibilities

    NCI: As a Service Desk Support Technician (Desktop Support Technician II), you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. 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: 

    • Answering helpdesk calls, and responding to voicemails in a timely manner
    • Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements
    • Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
    • Maintaining ownership of service tickets throughout the life span of the support request
    • Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
    • Updating and maintaining service work notes
    • Establishing a high level of personal credibility and building strong relationships
    • Consulting with immediate supervisor or higher-level IT specialists on possible solutions
    • Coordinating with technicians to provide status updates to outstanding tickets
    • Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets
    • Providing updates, status, and completion information to management
    • Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
    • Participating in workshops, seminars, or other events as required.
    • Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

    Qualifications

    Requirements:

     

    • Clearance (required at performance start date): active Secret security clearance
    • Associates degree in a related Information Technology field with at least four (4) years of professional experience supporting PC hardware and software systems. Additional work experience may be considered in lieu of degree.
    • Current Information Assurance (IA) certification (required at performance start date): IAT II (CAP, CASP CE, CISM, CISSP [or Associate], GSLC) or higher. 
    • Current Computing Environment (CE) certification (required at performance start date): Microsoft Certified Professional (MCP), Novell Certified Novell Engineer (CNE), or similar vendor cetrification in the technologies commonly leveraged in this role

     

     

    Preferred Education and Experience: 

    • ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
    • Hands-on experience working with BMC Remedy ticket systems
    • Prior work experience in a fast-paced DoD environment

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