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.

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