Helpdesk Support III

Req #: 1941

Job Title: Helpdesk Support III

Location: Quantico, VA | Onsite

Clearance Level: Top Secret, Must have clearance to start

Required Certification(s): Compliant with DoD 8570.01-M IAT level II - CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series Certification within the product groups technology scope (e.g. MCA).

Job Description

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.

Job duties & 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.

Qualifications

Basic Qualifications

• 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

Preferred Skills

• 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

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 Talk or Hear See Push or Pull Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)