Help Desk Tier II Administrator

GCA; Quantico (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Company parties

Competitive salary

Health insurance

Dental insurance

PTO and holidays

Parental leave

Vision insurance

STD & LTD

Job summary

Geospatial and Cloud Analytics (GCA) is seeking a Help Desk Tier II Administrator to cover three eight‑hour shifts within the NCIS IT Technology Development division. You will troubleshoot end‑user issues on software and hardware, provide customer service across all levels, and coordinate with specialists to resolve incidents.

The role requires DoD 8570 IAT Level I, Security+ CE, Top Secret clearance, and 3–5 years of IT helpdesk experience. Shifts are 0600–1400, 1400–2000, and 2000–0600.

Qualifications

• DoD 8570 IAT Level I and Security+ CE required.
• 3-5 years progressive IT experience in helpdesk or similar IT field.
• Experience resolving hardware/software issues beyond Tier I.
• Top Secret clearance required.
• High school Diploma required.

Responsibilities

• Address and resolve end-user service requests and incidents.
• Troubleshoot technical problems via phone or self-service tickets.
• Route calls to specialized support teams and update incident records.
• Collaborate with system admins and developers to ensure timely resolutions.

Skills

DoD 8570 IAT Level I

Security+ CE

3-5 years IT experience

Hardware/Software resolution

Top Secret clearance

Shift coverage 0600-1400, 1400-2000, 2

Education

High school Diploma

Job description

Job Summary

Geospatial and Cloud Analytics (GCA) is seeking a Help Desk Tier II Administrator, filling a variety of shifts covering 24x7, to join our team! As a Help Desk Tier II Administrator working at the Naval Criminal Investigative Service (NCIS) within the IT Technology Development division you will be responsible for addressing and resolving service requests and problem incidents related to end‑user issues, encompassing both software and hardware. This role involves consulting with the user community to troubleshoot technical problems and respond to queries via telephone or self‑service tickets, supporting internal and external customers with computer hardware, software, network, system/application access, and telecommunications systems. The Tier II admins cover three eight‑hour shifts throughout the day and utilize problem‑solving skills to diagnose, identify, isolate, and analyze issues, drawing on historical database records. They route calls to specialized support teams, maintain and update records and tracking databases, alert management to recurring problems, and collaborate with system administrators and developers to ensure timely resolution of services and incidents. Providing exceptional customer service across all organizational levels is a key aspect of this position.

Required Skills

• DoD 8570 - IAT Level I, Security+ CE
• Demonstrated 3-5 years of progressive Information Technology (IT) experience in helpdesk support or a similar IT field
• Experience with software and hardware resolution to include more advanced service solutions than Tier I end‑user support
• Top Secret clearance
• High school Diploma
• Shifts needed for coverage: 0600-1400, 1400-2000, 2000-0600

Benefits

• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off (includes 10 federal holidays and 15 additional days)
• Parental leave
• Vision insurance
• Bereavement leave
• PTO cash out
• Company paid STD and LTD
• Life and AD&D insurance
• 70% employer paid Medical, Prescription, Dental, and Vision coverage
• 401(k) savings and company match
• Employee referral program