Helpdesk Support III
About The Position
The Customer’s mission is to deliver advanced, reliable, and secure communications and information systems that enable the Organization’s global Network Operations mission. This includes providing on‑site desktop and network support across three buildings in Quantico, VA, operating on an 8x5x52 schedule. The team supports roughly 1,200 users and a wide range of devices, including workstations, printers, phones (mobile and desk), servers, switches, and laptops. The Helpdesk processes an average of 250 trouble tickets per month at the main Quantico facility, ensuring timely and effective resolution of technical issues to keep operations running smoothly.
Requirements
- DoD 8570 Level II certification
- 3 Years of Desktop Support Experience.
- Experience with Windows 11 installation and troubleshooting.
- Experience with imaging devices.
- Must have an active Top Secret security clearance to start
Nice To Haves
- ITIL Foundation (v3) or greater (desired)
- Microsoft Certified Desktop Administrator Associate (MCA) (desired)
- VMWare Certified Professional (VCP) (desired)
- Android/iOS Mobile Device Management via Intune
Responsibilities
- Provide local area network support for desktop-related issues, including software installation and service requests on both unclassified and classified networks.
- Identify, research, and resolve technical problems related to user workstations, software, and associated equipment such as mobile phones.
- Deliver Tier II support to end users for PC, server, or mainframe applications and hardware.
- Support up to 100 global users of the JWICS system.
- Monitor and respond to hardware, software, and network issues.
- Provide support for and assist with Continuity of Operations Plans (COOP).
- Develop and implement incident management processes, including problem recognition, research, isolation, resolution, and follow‑up, in alignment with ITIL v4 and ITSM guidelines.
- Respond to service requests via Remedy, phone, email, and in-person technical support needs.
- Document, track, and monitor issues to ensure timely resolution according to ITIL v4 and ITSM standards and required response times.
- Collaborate with network services, software engineering, and application development teams to restore service and identify root causes of issues.
- Recommend system modifications to reduce recurring user problems.
- Coordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.
- Configure and support mobile devices, including iPhones and Samsung devices.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
