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Senior Desktop Support Specialist

NCI, Inc. (
Computers/Information Technology


  Full Time   Employee

United States

NCI: As the Senior Desktop Support Specialist ( Desktop Support Technician III ), you will be responsible for maintaining user uptime and improving computing experiences through effective remote problem identification and resolution. You will also be responsible for providing exceptional customer service. You will receive tickets indicating a user support request, and you will identify and resolve issues. The requests may involve working with other resources and vendors to deliver effective support services. You will then provide ongoing technical support and follow up with clients. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:
•Identify, troubleshoot, resolve, and document user system issues
•Maintain customer satisfaction in every step of the service delivery
•Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
•Utilize remote monitoring and management software to resolve client requests
•Document, review, and improve existing or new procedures and workflows
•Respond to client support request tickets, calls, and emails
•Assign ticket severity
•Update service work notes
•Prioritize work to resolve complex support client issues
•Establish a high level of personal credibility and building strong relationships
•Maintain ownership of service tickets throughout the life span of the support request
•Collaborate with other contract staff and vendor support resources to resolve requests
•Participate in ongoing personal training and attainment of technical certifications
•Ensure the security of all configurations made on client systems
•Provide updates, status, and completion information to management

•A+ or Network+ or Security+ certification is required
•Active Security Clearance required
•Intermediate server administration skills with domain configuration and maintenance (5+ years)
•Blackberry/PDA trouble shooting including BES/BAS experience (2+ years)
•Remote management tool, remote dial-in, active directory administration or virtual private network experience (2+ years)
•Windows server components (2+ years), including: Active Directory, Group Policy, SQL, & Exchange
•Background in business network troubleshooting, implementation, and VPN configuration
•Ability to work with clients remotely with or without Remote Assistance Software

Preferred Education and Experience:
•B.S. Degree in Computer Science
•MCSA\MCSE\MSTP certification Server 2008/Windows 7 or above
•ITILv3 Foundation Certification
•Microsoft SCCM experience (2-4 years)
•VMWare experience or VDI experience (2 years)
•2-3 years of experience in a Support/Network Operations Center or Call Center in a military or government environment.

To apply for this job, contact:
Amanda Grimm

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