• Service Desk Support

    Job ID 2019-3233
    Job Locations
    DE-Ramstein AFB
    Category
    IT: Administrator / Analyst / Architect / Engineer
    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

    Front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues for the cyber center. Customers contact the Service desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.

     

    1. Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner. Assists the IMO with daily functions of computer, network, and software management for the site and all users.
    2. Provides immediate response to all customers who come to the Service Desk. Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.
    3. Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
    4. May be required to work for 12-hour shifts utilizing Remedy call management software and other tools to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
    5. Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.
    6. Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management
    7. Performs other duties and assignments as required.

    Qualifications

    MINIMUM REQUIREMENTS:

      • Education: Bachelor of Science/Arts Degree in Engineering or Computer Science or Science or Business Administration or Mathematics. Bachelor's degree plus 4 years of specialized experience, or an associate's degree plus 7 years of specialized experience, or a major certification plus 7 years of specialized experience, or 11 years of specialized experience.

      • Certifications: Microsoft Certified Desktop Support Technician; Microsoft Certified Professional Citification and DoD 8570.01 M, IAT Level III Baseline Certification. 

      • Clearance: Secret clearance (SSBI).  

      • Specialized Experience: Four years of experience using and maintaining Microsoft server or PC based applications.  Four years of experience with IT Customer Service organization.  Two years direct experience with US military command and control or commercial LAN/WAN communication systems.

     

     

    PHYSICAL REQUIREMENTS:

     

    This position requires the ability to perform the below essential functions:

    • Sitting for long periods
    • Ambulate throughout an office

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