NCIS Help Desk Analyst - Tier II

at  General Dynamics Information Technology

JOB DESCRIPTION

Join General Dynamics IT and be a part of the team of men and women that solve some of the world’s most complex technical challenges. The Navy NCIS team is searching for Help Desk Analyst Tier II to join their program in Quantico, VA.
The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counterterrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.

This position is part of the IT Technology Development division within the NCIS ITD organization. This position performs the following functions:

• Initiate and resolves service request/problem incidents for end user issues including software and hardware
• Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Using problem solving skills, diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems
• Works with system administrators and developers to ensure services/incidents are completed
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels

BASIC QUALIFICATIONS:

• HS Diploma; AAS degree preferred
• 5+ years of IT support experience
• Experience with software and hardware resolution to include more advanced service solutions than Tier I end user support
• Security+
• Top Secret (TS) clearance

Please refer the Job description for details