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The
NCIS team is searching for a User Support Specialist - Level 2 to join their program in Quantico, VA. The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities. NCIS provides the DON with threat status and warnings associated with terrorist, criminal, cyber, and counterintelligence activity throughout the world. NCIS is the only DON organization that has the information and responsibility to fuse and analyze the national intelligence and law enforcement information necessary to provide these warnings. The Digital Business Directorate (DBD) supports the NCIS core mission areas to investigate and defeat criminal, terrorist, and foreign intelligence threats by planning for and providing services through appropriate use of the people, equipment, technology, and infrastructure resources of the United States Navy and Marine Corps. This position is part of the IT Technology Development division within the NCIS DBD organization. This position performs the following functions:- Initiate and resolves service request/problem incidents
- Tracks all action items and referrals through resolution
- Works with system administrators and developers to ensure services/incidents are completed
- 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
- Alerts management to recurring problems and patterns of problems
- 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
- Support all special projects. Ex. office moves, printer/scanner refresh, office setup/tear down, training room set up, etc.
- Provide assistance, as needed, to the VIP team
- Build coax and copper cables
- Troubleshoot, resolve, or escalate tickets that have been assigned
- Provided an outstanding customer service experience in a variety of circumstances across all organizational levels
- HD Diploma
- 5 years of experience working in the IT field supporting systems and users
- Experience in the day-to-day operations of a service desk
- Experience with customer relationship management
- Top-Secret security clearance w/ SCI Eligibility
- DoD 8570 IAT Level II Certification: ex. Security +CE, CCNA Security, etc.