Helpdesk Analyst II

Digital Consultants • Quantico, Virginia, United States • 4d ago

Full-time

Description

Leading with our people, Digital Consultants' mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness, and Common Sense make working here more than a job, it’s the Digital family.

Digital Consultants is seeking a Helpdesk Analyst II to join our team! This position is part of the IT Technology Development division within the NCIS ITD organization.

Duties to include:

Troubleshoot, resolve, or escalate tickets that have been assigned
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
Support all special projects. Ex. office moves, printer/scanner refresh, DONAA setup/tear down, training room set up, etc.
Support Tier 1 with answering calls, inputting tickets, account creations, password resets, and all other daily duties as needed
Provide training assistance to Tier 1
Assist, as needed, to the VIP team
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

Requirements

5 years of IT support experience
Clearance: Top Secret/SCI
Certification: DoD 8570 IAT Level II Certification to include Security +CE, CCNA Security, CySA++, GICSP, GSEC, or SSCP

Digital Consultants, an inclusive and welcoming company, is fully committed to committing to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to recruiting@digitalconsultants.org or call 571-306-3444. Please provide your contact information and let us know how we can assist you.

Salary Description

$68,850.00