CTC Help Desk Specialist II

V2X Current Openings•Madison, MS

4d•Onsite

About The Position

As a Tier I Help Desk Technician for the JMRC-IS, you are the first line of defense in maintaining the technical integrity of the Army’s premier training environment. In addition to rapid-response troubleshooting, this role integrates Project Management Tracking to ensure that long-term system upgrades and exercise preparations stay on schedule and within scope

Requirements

High School Diploma or equivalent; Associate degree in IT preferred.
CompTIA Security+ CE (required for IAT Level II compliance).
1–2 years in a technical support role; basic exposure to project management methodologies (Agile, Waterfall, or Lean).
Proficiency with ticketing systems and project tracking tools.

Nice To Haves

Familiarity with military communication systems or tactical networks.
Experience using Jira, Confluence, or Microsoft Project to track team tasks.
Strong organizational skills and the ability to manage multiple competing priorities simultaneously.

Responsibilities

Hardware & Software Troubleshooting
Hardware: Perform diagnostic testing, installation, and repair of desktop PCs, laptops, peripherals, and specialized JMRC instrumentation (GPS modules, radio interfaces).
Software: Provide front-end support for Windows 10/11, Microsoft 365, and proprietary mission-specific applications used for After-Action Reviews (AAR).
Identity Management: Manage user accounts and permissions within Active Directory and ensure systems meet DoD cybersecurity standards.
Troubleshoot Layer 1 and Layer 2 connectivity issues, including cabling, port activation, and Wi-Fi authentication.
Assist in monitoring network health to ensure seamless data flow between field sensors and the central data center.
Milestone Monitoring: Use project management software (e.g., Jira, MS Project, or ServiceNow) to track progress on system deployments and infrastructure refreshes.
Documentation: Maintain detailed logs of project-related tasks, ensuring that hardware rollouts for specific training rotations are completed by "Go-Live" dates.
Resource Coordination: Assist in tracking equipment shipments and labor hours allocated to specific JMRC-IS modernization projects.
Reporting: Generate weekly status reports for leadership regarding ticket trends and project bottlenecks.
Provide on-site support in tactical field environments during active training exercises.
Escalate complex issues to Tier II/III teams with comprehensive diagnostic data.
Participate in "lessons learned" meetings to improve future project workflows.