Desktop Support Technician I

Company: NCI Information Systems Inc.
Location: Arlington
Posted on: January 15, 2022

Job Description:

Overview:
For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its Empower Platform, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the governments most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit www.nciinc.com.NCI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the companys commitment to hiring and supporting active-duty and veteran employees.

Responsibilities:
NCI: As a Service Desk Support Technician I, 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 mannerGreeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreementsEvaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as requiredMaintaining ownership of service tickets throughout the life span of the support requestAssigning ticket severity bywalking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problemsUpdating and maintaining service work notesEstablishing a high level of personal credibility and building strong relationships Consulting with immediate supervisor or higher-level IT specialists on possible solutionsCoordinating with technicians to provide status updates to outstanding ticketsCollaborating and following up with technicians to resolve requests, and provide status updates on outstanding support ticketsProviding updates, status, and completion information to managementFollowing-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 SLAs.

Qualifications:
Requirements:Clearance (required at performance start date): active Secret security clearanceHigh School degree0-5 years IT experienceCurrent DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.Preferred Education and Experience:ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk supportHands-on experience working with BMC Remedy ticket systemsVendor certification in the technology being applied such as Microsoft MCP or Novell CNEExperience supporting PC hardware and software systemsPrior work experience in a fast-paced DoD environmentPhysical Requirements:This position requires the ability to perform the below essential functions:Sitting for long periodsStanding for long periodsAmbulate throughout an officeAmbulate between several buildings

About NCI:
It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

Keywords: NCI Information Systems Inc., Arlington , Desktop Support Technician I, Professions , Arlington, Virginia