Helpdesk Support Specialist
About The Position
The Customerâs mission is to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization in order to enable their global Network Operations mission of operating and defending the enterprise network. The Customer provides 8x5x52 (Federal business days) on site and 24x7x365 on call desktop and network support to three buildings located in Quantico, VA. The Customer supports approximately 1200 users, and the ancillary devices to support them to include workstations, printers, telephones, mobile phones (Android / Apple), servers, switches and Laptops. The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA. Team provides coverage from 0600-1700 daily. Team members start at different times to provide this coverage and rotate every 6 months. For example, we have personnel that provide coverage from 0600-1400, 0800-1600, 0900-1700.
Requirements
- DoD 8570 Level II certification
- 3 Years of Desktop Support Experience.
- Experience with Windows 11 installation and troubleshooting.
- Experience with imaging devices.
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 any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network.
- Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as mobile phones.
- Provide Tier II support to end users for either PC, server, or mainframe applications or hardware.
- Support up to 100 global users of the JWICS.
- Monitor and respond to hardware, software, and network problems.
- Provide support and assist with the Continuity of Operations Plans (COOP).
- Develop and implement a process through which incidents are controlled, this includes problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.
- Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support.
- Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times.
- Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.
- Recommend systems modifications to reduce user problems.
- Interact with Marine Corps Intelligence Activity (MCIA) network services, software systems engineering, and applications development to restore service and identify and correct core problems on JWICS.
- Experience with Mobile Devices, iPhones and Samsung configuration.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
