IT/Help Desk Support Specialist III

Requisition #: 731

Job Title: IT/Helpdesk Support Specialist III | Exempt

Location: 27410 Hot Patch RoadQuantico, Virginia22134

Clearance Level: Active DoD - Top Secret

Required Certification(s): 

·       Compliant with DoD 8570.01-M IAT level II – CCNA-Security, CySA+, GICSP, GSEC, Security+CE, CND or SSCP.

·       Professional series Certification within the product groups technology scope (e.g. MCA).

SUMMARYThe Customer’s 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.

JOB DUTIES AND 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.

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·       Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as mobile phones.

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·       Provide Tier II support to end users for either PC and mobile applications or hardware.

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·       Support up to 100 global users of the SCINET.

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·       Monitor and respond to hardware, software, and network problems.

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·       Provide support and assist with the Continuity of Operations Plans (COOP).

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·       Support the 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.

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·       Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support.

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·       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.

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·       Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.

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·       Recommend systems modifications to reduce user problems.

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·       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 SCINET.

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·       Experience with Mobile Devices, iPhones and Samsung configuration.

QUALIFICATIONS

Required Certifications

·       Compliant with DoD 8570.01-M IAT level II – CCNA-Security, CySA+, GICSP, GSEC, Security+CE, CND or SSCP.

·       Professional series Certification within the product groups technology scope (e.g. MCA).

Education, Background, and Years of Experience

·       3 Years of Desktop Support Experience.

·       Experience with Windows 11 installation and troubleshooting.

·       Experience with imaging devices.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·       Experience with Win11 desktop support.

Preferred Skills

·       ITIL Foundation (v3) or greater (desired).

·       Microsoft Certified Desktop Administrator Associate (MCA) (desired).

·       VMWare Certified Professional (VCP) (desired).     

WORKING CONDITIONS

Environmental Conditions

·       Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Strength Demands

·       Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs.  A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.

Physical Requirements

·       Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).