Helpdesk Technician - Jr. Level

Helpdesk Technician - Jr. Level Quantico, VA

ESSENTIAL DUTIES AND RESPONSIBILITIES

Support daily Help Desk operations by providing Tier 1 troubleshooting for MCENN systems, SharePoint, mobile devices, VTC support/scheduling, account issues, and printers/scanners. Perform incident intake, basic triage, and ticket tracking in Remedy; escalating unresolved issues to Tier 2/Lead as required. Assist with VTC scheduling and support bridge connections for routine meetings. Provide basic setup and support for collaborative audio, video, and web-based services. Support the user check-in process, including initiating account creation, processing paperwork, issuing credentials, and assigning standard permissions. Assist with equipment issue and recovery, inventories, and maintaining accountability records during garrison and exercise support. Enter and maintain accurate asset and ticket data in Remedy or other approved systems. Initiate service requests following USMC IT Service Catalog and ESM procedures. Follow existing standard operating procedures and support updates as directed. Support SAAR processing for user/system access requests across MCEN, coalition, and joint networks.

EDUCATION

Information Assurance Technical (IAT) Level II: Baseline Certification - IAW DoD 8140.01 required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, SSCP); a minimum of one valid Computing Environment (CE)/Operating System (OS) Certificate (i.e. MS Windows Server 2012 R2 Cert, MS Windows 10 cert, a VMware 6.0 Cert); and at least 3 years in IA technology or a related area. Must possess and maintain training and certifications sufficient to be granted privileged access to Marine Corps information technology (IT) and information systems (IS).

EXPERIENCE

Minimum one year of operational IT or military communications experience supporting basic A/V systems, VTC equipment, or collaboration services. Minimum one year of experience providing Tier 1 Help Desk support in an enterprise or DoD environment. Demonstrated familiarity with Cisco Call Manager or VTC endpoints sufficient to perform basic troubleshooting and user support. Experience supporting mobility users, including introductory exposure to Purebred certificate processes or BlackBerry UEM device activation.

CORE SKILLS/COMPETENCIES

Required Knowledge, Skills and Abilities Proficient in MS Word, Outlook, Excel, PowerPoint, Visio, Project, and SharePoint. Strong communication and presentation skills. Able to read, write, and communicate effectively in English. Able to design and write clear communications and present training programs. Excellent organizational, planning, problem-solving, prioritization, interpersonal skills, and able to instinctively adapt, plan, inform and influence.

WORKING CONDITIONS

Required to sit for extended periods of time and maintain focus. Daily travel in local area during work day (including use of personal vehicle). Be able to work an unstable schedule, to include holidays and weekends.

SPECIAL POSITION NOTATIONS

CONUS and OCONUS travel may be required for up to three weeks at a time (or longer). Qualification as an authorized company driver is required. All authorized company drivers must have a valid driver's license, current automobile insurance, and a driving record that is acceptable to the company's auto insurance provider.

SECURITY CLEARANCE

A Secret security clearance is required for this position. This position also requires a completed Personnel Security Investigation that will qualify the incumbent to be eligible for access to at least the TS-SCI level, and the individual must be read-in for NATO level access. This position description outlines the general responsibilities and requirements for the stated position and in no way is an exhaustive list. The company maintains the right to assign or reassign responsibilities to this position at any time. Equal employment opportunity, including veterans and individuals with disabilities.

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