Helpdesk Analyst II
Helpdesk Analyst II
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$ 65000 - 72000
1 Vacancy
Job 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 its 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 selfservice ticket in support of internal and/or outside customer computer hardware software network system/application access and telecommunications systems
- Using problemsolving 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
- 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 or call. Please provide your contact information and let us know how we can assist you.
Required Experience:
IC
Employment Type
Full-Time
