Helpdesk Analyst II
Summary
Helpdesk Analyst II supporting the NCIS ITD organization: troubleshoots, resolves, and escalates IT tickets covering hardware, software, network, account access, and telecom issues; supports Tier 1 staff with calls, account creation, and password resets. Emphasis on strong customer service and maintaining ticket tracking databases.
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