Help Desk Analyst - Tier 2 - RQ224951

ASD, Inc.

Quantico, VA, United States

20 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

www.clearancejobs.com

Tech stack

Cisco Routers Issue Tracking Systems Microsoft Office Software Troubleshooting SC Clearance Information Technology Cisco Servicenow

Job description

As a Help Desk Analyst T2 you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Analyst T2 joining our team to deliver front-line IT support that’s critical to NCIS mission operation, and network resources needed for investigative, cybersecurity and operational functions.

How a Help Desk Analyst T2 will Make an Impact:

Collaborates daily with IT specialists, system administrators, HQ front desk staff, and engineers to support NCIS personnel and mission operations.

Works directly with technical teams to resolve advanced service requests, VIP escalations, technical issues, and coordination challenges using strong troubleshooting and communication skills.

Supports a fast-paced environment where coordination, accuracy, high-priority VIP support, and timely responses are essential to NCIS mission continuity.

Resolves incidents, manage executive-level support tasks, documents support actions, updates tracking systems, escalate recurring issues, and ensure mission continuity during weather or building closures.

Requirements

Uses advanced problem-solving skills, Cisco network troubleshooting, hardware/software diagnostics, mobile support, and IT service tools to deliver high-quality support.

What You’ll Need to Succeed:

Required Education:

High School Diploma (AAS Preferred)

Security + certification required

Required Experience:

Minimum 5+ years of IT support experience in a Help Desk environment

Required Technical Skills:

Executive Support; IT End User Support; IT Service Desk; Help Desk Support; Troubleshooting

Security Clearance Level:

Active Top-Secret clearance with SCI eligibility

Required Skills and Abilities:

Strong customer service and communication skills; Advanced troubleshooting abilities; Ability to support VIP users; Ability to work in a structured, fast-paced environment; knowledge of cisco routers/switches

Ability to work in a structured, fast-paced support environment

Attention to detail and accurate documentation

Preferred Skills:

Former helpdesk experience utilizing ServiceNow or a Remedy ticket system

Knowledge of IT systems and Office 365

Active Directory/Account creations

DoD SAAR process,

Experience supporting law enforcement or DoD environments; Familiarity with NCIS IT systems and mission structure