Help Desk Analyst - Tier 2 - RQ224951 with Security Clearance

As a Help Desk Analyst T2 you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Analyst T2 joining our team to deliver front-line IT support that’s critical to NCIS mission operation, and network resources needed for investigative, cybersecurity and operational functions. How a Help Desk Analyst T2 will Make an Impact: Collaborates daily with IT specialists, system administrators, HQ front desk staff, and engineers to support NCIS personnel and mission operations. Works directly with technical teams to resolve advanced service requests, VIP escalations, technical issues, and coordination challenges using strong troubleshooting and communication skills. Supports a fast-paced environment where coordination, accuracy, high-priority VIP support, and timely responses are essential to NCIS mission continuity. Resolves incidents, manage executive-level support tasks, documents support actions, updates tracking systems, escalate recurring issues, and ensure mission continuity during weather or building closures. Uses advanced problem-solving skills, Cisco network troubleshooting, hardware/software diagnostics, mobile support, and IT service tools to deliver high-quality support. What You’ll Need to Succeed: Required Education: High School Diploma (AAS Preferred) Security + certification required Required Experience: Minimum 5+ years of IT support experience in a Help Desk environment Required Technical Skills: Executive Support; IT End User Support; IT Service Desk; Help Desk Support; Troubleshooting Security Clearance Level: Active Top-Secret clearance with SCI eligibility Required Skills and Abilities: Strong customer service and communication skills; Advanced troubleshooting abilities; Ability to support VIP users; Ability to work in a structured, fast-paced environment; knowledge of cisco routers/switches  Ability to work in a structured, fast-paced support environment Attention to detail and accurate documentation Preferred Skills: Former helpdesk experience utilizing ServiceNow or a Remedy ticket system Knowledge of IT systems and Office 365 Active Directory/Account creations DoD SAAR process, Experience supporting law enforcement or DoD environments; Familiarity with NCIS IT systems and mission structure Location: On Customer site