Helpdesk Specialist

Requisition #: 1412 Job Title: Helpdesk Support III Job Title for Careers Page: Helpdesk Specialist Clearance Level: Top Secret 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). 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 to enable global Network Operations. The role supports approximately 1200 users and handles an average of 250 trouble tickets per month at the main facility in Quantico, VA. JOB DUTIES AND RESPONSIBILITIES Provide local area network support for desktop-related problems, including installation of software and service requests for assets on both unclassified and classified networks. Identify, research, and resolve technical problems related to user workstations, software, and other user 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. Assist with Continuity of Operations Plans (COOP) and contribute to that effort. Develop and implement incident‑control processes, including problem recognition, research, isolation, resolution, and follow‑up, following ITIL v4 guidelines. Respond to service requests via Remedy, telephone, email, and direct personnel requests. Document, track, and monitor problems to ensure timely resolution in line with ITIL v4. Collaborate with network services, software systems engineering, and applications development to restore service and address core problems. Recommend system modifications to reduce user problems. Configure mobile devices, including iPhones and Samsung models. QUALIFICATIONS 3 years of desktop support experience, including Windows 11 installation and troubleshooting. Experience with imaging devices. Preferred certifications: ITIL Foundation (v3 or greater), Microsoft Certified Desktop Administrator Associate (MCA), VMWare Certified Professional (VCP). Android/iOS Mobile Device Management via Intune. WORKING CONDITIONS Contractor site with 0%-10% travel possible. Possible off‑hours work to support releases and outages. General office environment; work is primarily sedentary with standing or walking up to 10% of the time. Physical demands: light lifting (up to 20 lbs); maximum lifting up to 10 lbs during frequent lift/carry. Physical requirements: stand or sit; walk; repetitive motion; use hands/fingers; talk or hear; see; push or pull; climb stairs or ladders; maintain balance. LEGAL STATEMENTS Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. We may use AI tools to support parts of the hiring process; final hiring decisions are made by humans. #J-18808-Ljbffr