NCIS Help Desk Analyst Tier 2 | Active Top Secret clearance

General Dynamics - IT; Quantico (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

General Dynamics - IT is seeking a Help Desk Analyst Tier 2 to support the NCIS ITD in Quantico, VA. The role focuses on resolving incidents, diagnosing issues, and coordinating with specialists to restore services while delivering strong customer service across government teams.

The position requires 5+ years in IT support, Security+ CE, and a TS clearance. Onsite at Quantico, VA with ongoing collaboration with system admins and developers to ensure reliable IT services.

Qualifications

• 5+ years of IT support experience in a Help Desk environment.
• Experience with Cisco switches and routers.
• Security+ CE certification is preferred.

Responsibilities

• Initiate and resolve service request/problem incidents
• Consult with the user community to resolve technical problems by telephone or self-service ticket
• Diagnose, identify, isolate, and analyze problems using historical database records
• Route calls to product line specialists or system support
• Maintain records and track databases; alert management to recurring problems
• Provide outstanding customer service across organizational levels

Skills

5+ years IT support

Customer service

Education

High School Diploma

AAS preferred

Tools

Cisco switches

Cisco routers

Security+ CE

Job description

Transform technology into opportunity as a Help Desk Analyst Tier 2 at GDIT. Shape what’s next for mission-critical government projects while shaping what’s next for your engineering career. 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), counter-terrorism (CT), counter-intelligence (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.

MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Analyst Tier 2, the work you’ll do at GDIT will be impactful to the mission of the IT Technology Development division within the NCIS ITD organization in Quantico, VA.

• Initiate and resolves service request/problem incidents
• 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.
• Stays in communication with the HQ Front desk for continual support
• Has a work cell phone for bad weather or significant building closures
• All VIP ticketing communication is handled as high priority.
• 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

WHAT YOU’LL NEED TO SUCCEED (Required): Bring your engineering expertise along with a drive for innovation to GDIT. Our Help Desk Analyst Tier 2 must have:

• Security Clearance Level: Active Top Secret clearance.
• Required Experience: 5+ years of IT support experience in a Help Desk environment
• Experience with Cisco switches and routers
• Required Certifications: Security+ CE Education: High School Diploma. AAS Preferred.
• Location: Onsite at Quantico, VAUS Citizenship required

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth: AI-powered career tool that identifies career steps and learning opportunities

Support: An internal mobility team focused on helping you achieve your career goals

Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in software development at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your dedication to advancing innovation. #NCIScareers