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NCIS Help Desk Analyst Tier II
| Company | General Dynamics |
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| Location | Quantico, VA, USA |
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| Salary | $29.43 – $39.81 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of IT support experience in a Help Desk environment
- Experience with Cisco switches and routers
- Active Top Secret clearance
- Security+ CE certification
- US Citizenship required
- High School Diploma (AAS Preferred)
Responsibilities
- Initiate and resolve service request/problem incidents
- Consult with the user community to resolve technical problems and answer queries by telephone or self-service ticket
- 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
- Maintain and update records and tracking databases
- Alert management to recurring problems and patterns of problems
- Work with system administrators and developers to ensure services/incidents are completed
- Provide an outstanding customer service experience in a variety of circumstances across all organizational levels
Preferred Qualifications
