Tier 1 Help Desk Analyst – Mission-Critical IT Support (Top Secret)

General Dynamics Information Technology

Quantico (VA)

On-site

USD 48,000 - 60,000

Full time

14 days+

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Job summary

General Dynamics Information Technology’s NCIS ITD team in Quantico, VA seeks a Help Desk Analyst Tier 1 to provide frontline IT support for mission-critical systems. You will handle incidents, assist users, and coordinate with specialists to restore services quickly.

Ideal candidates bring 2+ years of help desk experience, an active Top Secret clearance, Security+ CE, US citizenship, and a commitment to delivering excellent customer service in a government environment.

Qualifications

2+ years of IT support experience in a Help Desk environment.
Active Top Secret clearance required.
US Citizenship required.
Location onsite at Quantico, VA.

Responsibilities

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
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