Deskside Support Technician (Tier 2)

Job ID

2021-5796

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 Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. 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:

Provide Tier 2 technical support for system users.
• Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments


• Must also be able to assist with customer inquiries and have a working role on the team.


• Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.


• Utilize ITIL best practices to enhance and optimize the services provided to end users


• Complete and provide regular Service Desk metrics reports


• Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices


• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.


• Resolve customer issues effectively or escalate them to appropriate support tiers.


• Work with management in assessing staff performance/reviews/changes.


• Assist in the management of Service Desk resources for optimal performance.


• Assist in the professional and technical development of the team


• Meet customer requirements for Service Desk performance.

Qualifications

Requirements

• Clearance Required: US Department of Defense (DOD) issued Secret Clearance


• Strong customer service orientation.


• Proven analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Good written, oral, and interpersonal communication skills.


• Ability to conduct research into PC and software issues and products as required.


• Ability to present ideas in business-friendly and user-friendly language.


• Highly self-motivated and directed.


• Keen attention to detail.


• Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience:

• Required Experience: 2 - 7 years of professional experience supporting PC hardware and software systems.


• Required Education: Bachelor Degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE


• Certification: CompTIA Security+ , and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities


• ITILv3 Foundation minimum certification preferred.

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


• Stoop, kneel, crouch, or crawl as required


• Repeatedly lift and carry weight up to 50 pounds

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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