Tier 2 Help Desk Analyst — Mission-Critical IT Support

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

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.