VIP Support Specialist

NCI Information Systems, Inc. - Arlington, VA3.6

Full-timeEstimated: $59,000 - $84,000 a year
EducationSkills
Overview
NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. Coupled with a refined focus on strategic partnerships, we are successfully bridging the gap between commercial best practices and mission-critical government processes. Core competencies include:

Artificial intelligence
Agile digital transformation
Advanced analytics
Hyperconverged infrastructure solutions
Cyber security and information assurance
Fraud, waste and abuse
Engineering and logistics

NCI has been designated a 2018 Military Friendly Employer by MilitaryFriendly.com

Headquartered in Reston, Virginia, NCI has approximately 2,000 employees operating at more than 100 locations worldwide.

Responsibilities
NCI: As a VIP Support Specialist, is responsible for ensuring an outstanding level of customer service by providing direct VIP Tier I and Tier II Customer Service Center support to the JSP VIP user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. 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:
Face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices
Providing IT customer technical support on Microsoft operating systems and network services.
Configuring Microsoft Office user settings, as required
Overseeing JSP Move, Add, Change (MAC) VIP requests
Acting as a liaison between end-users and JSP support.
Management of JSP VIP assets, peripherals and user accounts
Installing and configuring software included in the JSP Core Build, as well as software not included in the JSP Core Build
Tracking, diagnosing, and coordinating help desk support for, and assisting in resolution of, JSP user technical problems
Providing configuration management support for mobile devices
Qualifications

Requirements:
Clearance (required at performance start date): active Top Secret with SCI eligibility
Bachelor's degree with at least seven (7) years of relevant experience
At least four (4) years of team leadership experience in a Help Desk/Service Desk environment
Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Preferred Education and Experience:
HDI Desktop Support Technician
ITIL Foundation Certification
Familiar with Joint Service Provider (JSP) Pentagon JSP VIP workstation environment and processes
Working knowledge of Microsoft Products.
Strong problem solving, priority setting, and collaboration skills
Ability to communicate and explain issues to other teams
Proficient in resolving Microsoft Office issues, DoD Information Assurance and Computer Network Defense policies and directives, and/or DISA Common Operating Environment

Physical Requirements:
This position requires the ability to perform the below essential functions:

Sitting for long periods