Helpdesk Specialist

Job Title Helpdesk Support III Location Quantico, VA Clearance Level Top Secret Required Certification 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). Summary The 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 ancillary devices including workstations, printers, telephones, mobile phones (Android / Apple), servers, switches and laptops. The average amount of trouble tickets handled per month is approximately 250 at the main facility. Team Coverage Team provides coverage from 0600‑1700 daily. Personnel rotate every 6 months. Shift examples: 0600‑1400, 0800‑1600, 0900‑1700. Job Duties and Responsibilities Provide local area network support for any desktop related problems, including installation of software and service requests for assets located on the unclassified and classified network. Identify, research, and resolve technical problems related to user workstations, software and other equipment such as mobile phones. Provide Tier II support to end users for 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 assistance with Continuity of Operations Plans (COOP). Develop and implement a process through which incidents are controlled, including problem recognition, research, isolation, resolution, and follow‑up steps as defined by the ITIL version 4 framework. Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support. Document, track, and monitor problems to ensure timely resolution within required response times and ITIL guidelines. Interact with network services, software systems engineering, and applications development to restore service and identify core problems. Recommend system modifications to reduce user problems. Experience with mobile devices, iPhones, and Samsung configuration is required. Qualifications DoD 8570 Level II certification. 3 Years of Desktop Support Experience. Experience with Windows 11 installation and troubleshooting. Experience with imaging devices. 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 but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no 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. 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. Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities #J-18808-Ljbffr Agile Defense