213 Customer Service Representatives jobs in La Plata

Senior Help Desk Specialist (4406)at SMX(View all jobs) ( VA
SMX is looking for a highly motivated Senior Help Desk Specialist to join our team in support of Naval Surface Warfare Center Dahlgren Division (NSWCDD) in Dahlgren, VA. The Senior Help Desk Specialist will provide advanced technical support within the help desk team at NSWCDD. This role involves diagnosing and resolving complex technical issues, mentoring junior staff, and ensuring high levels of customer satisfaction.
This position will be hybrid with the onsite work location in Dahlgren, VA.
**Essential Duties & Responsibilities**
+ Provide troubleshooting and resolution for complex hardware, software, and network issues
+ Respond to and resolve customer inquiries in a timely and professional manner
+ Guide and support other help desk staff, providing training and knowledge sharing
+ Maintain accurate and detailed records of support requests, resolutions, and follow-up actions
+ Assist in the installation, configuration, and maintenance of IT systems and equipment in support of the NSWCDD customer
+ Identify areas for improvement for help desk processes and procedures
+ Resolve escalated issues and coordinate with other IT teams or external vendors as necessary
**Required Skills & Experience**
+ Clearance Required: Secret
+ Must be able to obtain and maintain Top Secret
+ Bachelor's degree in computer science, Information Technology, or a related field
+ Minimum of 6 years of professional experience in Industry, Federal or DoD Help Desk Support
+ Experienced in using a help desk tool such as ServiceNow
+ Strong knowledge of troubleshooting computer hardware, software, and networks
+ Strong problem solving and analytical skills
+ Effective communication and interpersonal skills
+ Ability to work independently and as part of a team
+ IAT III or higher certification
**Application Deadline:** 10/10/2025
#cjpost #LI-HYBRID
The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.
The proposed salary for this position is:
$87,600-$146,000 USD
At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.
We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what's possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.
SMX is an Equal Opportunity employer including disabilities and veterans.
Selected applicant may be subject to a background investigation and/or education verification.
SMX does not sponsor a new applicant for employment authorization or immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).

**DAI Help Desk Support- Journeyman**
**Category:** Service Desk / End User Services
**Main location:** United States, Virginia, Quantico
**Position ID:** J
**Employment Type:** Full Time
**Position Description:**
The DAI Helpdesk Support Specialist (Journeyman will be responsible for providing comprehensive operational and maintenance support for the Defense Agencies Initiative (DAI). This role includes managing a helpdesk to support 6,000-6,500 users, ensuring seamless communication with DAI stakeholders, and maintaining up-to-date business process and architecture materials. The team will handle approximately 300-400 new tickets monthly and support system migrations, updates, and operational cycles.
This position is located in our Fairfax, VA office with work performed at client site in Quantico, VA.
**Your future duties and responsibilities:**
1. **Helpdesk Management:**
- Operate and maintain the helpdesk, supporting 6,000-6,500 users.
- Manage approximately 300-400 new tickets monthly, ensuring timely resolution and escalation when necessary.
- Provide one-on-one and group training on DAI procedures, both in-person and virtually.
2. **System Coordination and Communication:**
- Serve as the primary contact for resolving issues related to the DAI system.
- Coordinate with OCFO budget execution and financial system leads.
- Track and report ticket status, including resolution timeframes, in weekly reports to government PM.
3. **Documentation and Process Support:**
- Develop, update, and maintain DAI Business Process and Architecture materials, including SOPs and desk guides.
- Support System Change Request processes, including documentation and tracking.
4. **Program Management:**
- Compile helpdesk ticket metrics and participate in monthly meetings with the DAI Program Management Office.
- Provide program management support to OCFO's Financial Systems and Data team.
5. **Technical and Analytical Support:**
- Complete and compile various financial and operational reports for different DCSA systems.
- Troubleshoot and resolve various transaction and integration errors.
- Support the maturation of accounting structures and integration processes within DAI.
6. **Training and User Support:**
- Conduct new user and refresher training sessions for various DAI modules.
- Maintain and update job aids, SOPs, and work instructions.
7. **Data Management and Reporting:**
- Assist with data services architecture for sustaining DCSA Data Lake and Data Warehouse capabilities.
- Support ServiceNow WCF Billing Data Services and other data solutions.
8. **Compliance and Audit:**
- Audit user account activities and ensure compliance with cybersecurity policies.
- Monitor and resolve system interface errors and user access issues.
**Required qualifications to be successful in this role:**
- BA/BS and 3+ years DAI experience (Degree waivable 5+ years experience)
- Experience in managing a high-volume helpdesk, preferably within a defense agency context.
- Strong understanding of financial systems, data integration, and accounting processes.
- Proficient in creating and maintaining documentation and training materials.
- Excellent communication skills for coordinating with various stakeholders.
- Demonstrated ability to manage multiple tasks and prioritize effectively.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $61,900.00 - $137,100.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
- Competitive compensation
- Comprehensive insurance options
- Matching contributions through the 401(k) plan and the share purchase plan
- Paid time off for vacation, holidays, and sick time
- Paid parental leave
- Learning opportunities and tuition assistance
- Wellness and Well-being programs
#CGIFederalJob
#79570
**Skills:**
+ Finance & Accounting
+ Oracle Financial
+ Customer Experience Management
**What you can expect from us:**
**Together, as owners, let's turn meaningful insights into action.**
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because.
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team-one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**
We make it easy to translate military experience and skills! Clickhere ( to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
**Responsibilities**
+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
+ Provide customer onboarding and offboarding.
+ Provide account management support.
+ Process all IT SM tickets to completion.
+ Provide 24/7 Tier 1 support for all environments and networks supporting end users.
+ Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
+ Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
+ Assist Cyber Operations with continuous monitoring activities.
+ Participate in training, testing, and exercises related to incident response and contingency planning.
**Required Qualifications**
+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
+ Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / -m requirements.
+ Bachelor's degree in an area related to the labor category with at least 5 years' experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree upon approval.
**Other Job Specific Skills**
+ Excellent customer service skills
+ Excellent communication and interpersonal skills
+ Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
+ Strong problem solving and analytical skills
+ Technical expertise in:
+ - Microsoft Windows Operating Systems
+ - Microsoft Office
+ - Network Connectivity
+ - Print Services
+ - E-Mail and Internet mail
+ Strong understanding of how PC work and related troubleshooting
+ Ability and desire to build additional technical skills
+ Ability to interact effectively with others
+ Ability to follow instructions to produce desired results
+ Aptitude to multi-task workloads
+ Ability to remain calm and courteous in periods of stress
+ Ability to work with broad range of experience levels
+ Strong administrative and organizational skills
+ Willingness to work overtime and varying hours as required
+ The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
+ Some weekend shift work will be required
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$23.89 - $56.00/hr
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

**Description**
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Manager to join the Mission Support Services (MSS) team. MSS is a shared service, internal investment group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. You will work closely with our customers and MSS teams, supporting both MSS operations and our customers through customer experience, user experience, agent experience and performance management initiatives and improvements. This position requires a broad skill set including experience leading projects, managing people, supporting Help Desk operations, collaboration across all customers and MSS teams, and independently executing/leading tasks to meet project objectives. This is a new position to support a fast-paced DoD program customer. This position includes leading an EHD team who will support end users who will utilize a comprehensive, IT enterprise solution across multiple classification levels.
**Primary Responsibilities**
+ This position will have direct reports and is a "hands-on" position working as part of a team at a facility in Lorton, VA. Additionally, responsible for providing direction and updates to other team members from a matrix responsibility.
+ Possess deep knowledge of and experience with all levels of an EHD.
+ Build key relationships with Leidos and non-Leidos entities that support this government program.
+ Possess extensive knowledge and experience of commonly-used DoD IT concepts, practices, and procedures.
+ Ability to effectively manage and prioritize multiple tasks/projects concurrently with minimal supervision.
+ Understands EHD Service Level Objective (SLO) and creates key metrics reports for the Program and MSS Leadership.
+ Manage day-to-day EHD operations, ensuring efficiency and adherence to best practices.
+ Supports process and operational tasks as needed for mission success. This includes but is not limited to:
+ Hire, train and coach the EHD Tier 1 team,
+ Train and coach EHD Tier 1 team on effective research, troubleshooting, and solution delivery methods,
+ Ensure team members stay up to date on existing services, updates, and changes across all classifications,
+ Lead team from a business day/hours EHD to an operation staffed 24x7x365.
+ Works to achieve day-to-day objectives consisting of tasks that are typically routine and implementation of new processes and support.
+ Resolves routine problems and issues, with clearly prescribed solutions.
+ Supports creation and editing of work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) for EHD Tier 1 team and Program end users related to the ticketing system.
+ Supervises the EHD Tier 1 team and provides support to end users on a variety of issues and account support.
+ Enter EHD tickets accurately and grammatically correct in the EHD tools. Ensure team is compliant as well, QA and coach EHD Tier 1 team when necessary.
+ Identifies, researches, and resolves technical problems.
+ Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
+ Coordinates cross-tierintegration to ensure consistent and repeatable processes.
+ Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
+ Able to present and status EHD components to Leadership and customers at monthly program reviews and other key meetings as needed.
+ Ability to work in office 100% unless otherwise noted by Leadership.
+ Travel to customer locations for training delivery or program required meetings as needed.
+ Responsible for employee performance management, timesheet compliance and other Leidos required responsibilities.
**Clearance Required:**
+ Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.
+ Ability to complete an investigation for eligibility after your start date.
**Required Experience, Skills, and Education:**
+ Bachelor's degree and a minimum 5 of years prior relevant experience or master's degree with a minimum 3 years of prior relevant experience. High school diploma with additional years of experience may be substituted in lieu of degree.
+ Minimum of 2 years of experience supervising/managing direct reports and leading teams/projects.
+ U.S. Citizen.
+ Active COMPTIA Security+ certification or ability to obtain prior to your start date.
+ Project lead and management experience.
+ Proven experience in Service Desk/Help Desk environments including deep understanding of SD/HD metrics.
+ Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
+ Ability to work independently and as part of a team.
+ Excellent customer service, communication, organizational and technical skills.
+ Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
+ Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
**Preferred Experience, Skills, and Education:**
+ Experience with Air Force Life Cycle Management Center programs.
+ Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
+ Expert user in ServiceNow ITSM and JIRA Service Management.
+ Knowledge management experience including relevant certifications.
+ Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
+ Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 1, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $104,650.00 - $189,175.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**Description**
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos is seeking an experienced Enterprise Help Desk (EHD) Agent, Tier 1, to join the Mission Support Services (MSS) team. MSS is a shared services, internal service center group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. This is a new EHD, in support of a fast-paced DoD program. This position includes providing Tier 1 support for end users utilizing a comprehensive, IT enterprise solution across multiple classification levels.
**Primary Responsibilities:**
+ This position is a "hands-on" position working as part of a team at a facility in Lorton, VA.
+ In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Help Desk environment.
+ Ability to effectively support customers, including, but not limited to account management support.
+ Enter EHD tickets accurately and grammatically correct in the EHD tools.
+ Identifies, researches, and resolves technical problems for end users.
+ Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
+ Understands EHD Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in support of meeting SLOs.
+ Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
+ Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
+ Resolves routine problems and issues, with clearly prescribed solutions.
+ Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
+ Supports cross-tierintegration to ensure consistent and repeatable processes.
+ Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
+ Must be able to pay close attention to details.
+ Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
+ Ability to work in office 100% unless otherwise noted by Leadership.
+ Must be able to work Monday - Friday, 8 hours per day. Additionally, longer shifts or change to shift may be required to support business needs when EHD operations moves to 24x7x365 support.
**Clearance Required:**
+ Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.
+ Ability to complete an investigation for eligibility after your start date.
**Required Experience, Skills, and Education:**
+ Bachelor's degree with a minimum of 1 year of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree.
+ U.S. Citizen.
+ Active CompTIA Security+ certification or ability to obtain prior to your start date.
+ Proven experience in Service Desk/Help Desk environments.
+ Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
+ Ability to work independently and as part of a team.
+ Excellent customer service, communication, organizational and technical skills.
+ Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
+ Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
**Preferred Experience, Skills, and Education:**
+ Experience working in or with a Network Operations Center or Security Operations Center.
+ Experience with Air Force Life Cycle Management Center programs.
+ Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
+ Expert user in ServiceNow ITSM and JIRA Service Management.
+ Knowledge management and/or knowledge base articles experience and relevant certifications.
+ Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
+ Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner, emphasis on HCD/UX.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 2, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $44,200.00 - $79,900.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**Req ID:** RQ
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** Top Secret
**Public Trust/Other Required:** None
**Job Family:** Technical Support Services
**Skills:**
Help Desk Support,IT End User Support,IT Service Desk
**Certifications:**
CompTIA Security+ CE | CompTIA - CompTIA
**Experience:**
2 + years of related experience
**US Citizenship Required:**
Yes
**Job Description:**
Transform technology into opportunity as a **Help Desk Analyst Tier I** with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
Our work depends on **Help Desk Analyst Tier I** joining our IT Technology Development division within the NCIS ITD organization 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.
**HOW OUR TIER 1 HELP DESK ANALYST WILL MAKE AN IMPACT:**
+ Initiate and resolves service request/problem incidents
+ Track IT equipment and ensure database is up-to-date
+ 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
+ Works with system administrators and developers to ensure services/incidents are completed
**WHAT YOU'LL NEED TO SUCCEED (Required):**
+ **Security Clearance Level:** Active Top Secret clearance.
+ **Required Experience:** 2+ years of IT support experience in a Help Desk environment
+ Experience with Remedy or other ITSM tools
+ **Required Certifications:** Security+ CE
+ **Education:** High School Diploma
+ **Location:** Onsite at Quantico, VA
+ **US Citizenship required**
**WHAT WE'D LOVE FOR YOU TO HAVE:**
+ Experience with Active Directory
**GDIT IS YOUR PLACE:**
+ 401K with company match
+ Comprehensive health and wellness packages
+ Internal mobility team dedicated to helping you own your career
+ Professional growth opportunities including paid education and certifications
+ Cutting-edge technology you can learn from
+ Rest and recharge with paid vacation and holidays
#NCIScareers
The likely hourly rate for this position is between $21.82 - $28.19. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at Opportunity Employer / Individuals with Disabilities / Protected Veterans