NCIS Help Desk Analyst Tier 1 | Active Secret clearance
About The Position
GDIT is hiring a Help Desk Analyst Tier 1 to support the IT Technology Development division within the NCIS ITD organization in Quantico, Virginia. The role supports mission-critical government work for NCIS, which has responsibility for criminal investigations, law enforcement, counter-terrorism, counterintelligence, and cyber matters within the Department of the Navy. The position is onsite and requires an active Secret clearance and U.S. citizenship. The analyst provides first-tier technical support to users by resolving service requests and incidents involving computer hardware, software, networks, system and application access, and telecommunications. They diagnose and analyze problems, route issues to specialists when necessary, maintain records and tracking databases, identify recurring problems, and coordinate with system administrators and developers to ensure incidents are completed. The position requires a customer-service focus and experience supporting users in a help desk environment.
Requirements
- Active Secret clearance.
- At least 2 years of IT support experience in a help desk environment.
- Experience with Cisco switches and routers.
- Security+ CE certification.
- High school diploma.
- U.S. citizenship.
Nice To Haves
- Associate of Applied Science (AAS) degree preferred.
Responsibilities
- Initiate and resolve service requests and problem incidents.
- Consult with users to resolve technical problems and answer queries by telephone or self-service ticket.
- Support internal and/or external customers with computer hardware, software, network, system and application access, and telecommunications systems.
- Diagnose, identify, isolate, and analyze problems using problem-solving skills and historical database records.
- Route calls to product line, application, or system support specialists.
- Maintain and update records and tracking databases.
- Alert management to recurring problems and patterns.
- Work with system administrators and developers to ensure services and incidents are completed.
- Provide outstanding customer service across a variety of circumstances and organizational levels.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) with company match.
- Competitive pay and paid time off.
- Medical plan options, including some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Full flexible work weeks where possible.
- Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
