Help Desk Coordinator

NCI is a worldwide provider of leading-edge enterprise services and solutions to U.S. Government agencies.

**Highlights of Responsibilities:** - Control assigned trouble tickets and route Tier II and Tier III problems and incidents to appropriate specialist group via email or BMC Remedy IT Service Management - Incident Management. - Follow up with customers and ensure open tickets are promptly resolved and closed. - Maintain day-to-day trouble ticketing system via IT Service Management (ITSM) Remedy and open tickets in support of additional user requests. - Upload updated applications and documentation to the AGM Knowledge Management system, validate posted media prior to full release, update all documentation and information on the AGM Knowledge Management system, update home page for AGM release information, edit and upload release notes for all AGM Media, data builds, known issues, and tech-note fixes and maintain AGM documents and manual installation processes for current AGM release. - Generate scheduled weekly and monthly trouble ticket reports. - Generate weekly, monthly, or ad-hoc status reports from ITSM.

**Requirements:** - Current Active Secret Security Clearance or the ability to obtain one. - Bachelor’s Degree with 3+ years practical experience OR 8+ years of practical experience without a degree. - Experience and understanding of Microsoft products and desktop hardware and Windows Operating Systems. - Ability to resolve less complex problems immediately, while more complex problems are assigned to second level support or supervisor. - Demonstrated customer service skills. - Demonstrated analytical and troubleshooting skills. - Must be able to work independently and in a team environment with minimum supervision. - IT Level II and NACLC in accordance with AR 25-2. - IAT II certified as specified in DOD 8570.01-M and BBP 05-PR-M-0002 (Security+ CE, GSEC, SCNP SSCP or GSLC IA Certifications). - Ability to obtain Microsoft Technical Associate (MTA) or Microsoft Certified Solutions Expert (MCSE) certification within six months of start date.