Helpdesk Analyst II
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