NCIS Help Desk Analyst Tier 2 | Top Secret clearance

Help Desk Analyst Tier 2

Transform technology into opportunity as a Help Desk Analyst Tier 2 pe what’s next for mission‑critical government projects while shaping what’s next for your engineering career.

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), counter‑intelligence (CI), and cyber matters. NCIS is the exclusive investigative jurisdiction in non‑combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.

• Initiate and resolve service request/problem incidents
• Consult with the user community to resolve technical problems and answer queries via telephone or self‑service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Use problem‑solving skills to diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists
• Check in with the VIP section 3 times a day (8 a.m., 11 a.m. & 2 p.m.)
• Stay in communication with the HQ Front desk for continual support
• Have a work cell phone for bad weather or significant building closures
• Handle all VIP ticketing communication as high priority
• Maintain and update records and tracking databases
• Alert management to recurring problems and patterns
• 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

• Active Top Secret clearance
• 5+ years of IT support experience in a Help Desk environment
• Experience with Cisco switches and routers
• Security+ CE certification
• High School Diploma; AAS preferred
• Onsite location at Quantico, VA
• US citizenship required

• Growth: AI‑powered career tool that identifies career steps and learning opportunities
• Support:
  Internal mobility team focused on helping you achieve your career goals
• Rewards:
  Comprehensive benefits and wellness packages, 401(k) with company match, and competitive pay and paid time off
• Community:
  Award‑winning culture of innovation and a military‑friendly workplace

The likely hourly rate for this position is between $25.63 and $31.52. Salary will be set based on experience, geographic location, and contractual requirements.

Scheduled weekly hours: 40.

Travel required:

None. Telecommuting options:
Onsite.

Work location:

USA, VA Quantico.

Equal Opportunity Employer. Individuals with Disabilities. Protected Veterans.