Job ID

2020-5048

Job Locations

US-VA-Alexandria | US-VA-Arlington

Category

IT: Support / Technician

Type

Regular Full-Time

Overview

NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI's AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.

NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com

Responsibilities

NCI: As a Service Desk Support Technician (Desktop Support Technician III), you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:
Answering helpdesk calls, and responding to voicemails in a timely manner
- Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements
- Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
- Maintaining ownership of service tickets throughout the life span of the support request
- Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
- Updating and maintaining service work notes
- Establishing a high level of personal credibility and building strong relationships
- Consulting with immediate supervisor or higher-level IT specialists on possible solutions
- Coordinating with technicians to provide status updates to outstanding tickets
- Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets
- Providing updates, status, and completion information to management
- Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
- Participating in workshops, seminars, or other events as required.
- Other duties as assigned by the Government, contract or supervisors in coordination with the SLA's.

Qualifications

Requirements:

- Clearance (required at performance start date): active Secret security clearance
- Associates degree in a related Information Technology field or vendor certification in the technology being applied such as Microsoft MCP or Novell CNE with at least four (4) years of professional experience supporting PC hardware and software systems.


Preferred Education and Experience:
- ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
- Hands-on experience working with BMC Remedy ticket systems
- Prior work experience in a fast-paced DoD environment

Physical Requirements:

This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

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