Helpdesk Specialist

Requisition #: 1412

Job Title:

Helpdesk Support III (also listed as Helpdesk Specialist)

Location:

Quantico, VA

Clearance Level: Top Secret

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 by the branch is approximately 250 per month at the main facility in Quantico, VA.

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 related 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. Provide support and assist with Continuity of Operations Plans (COOP). Develop and implement a process for incident control, including problem recognition, research, isolation, resolution, and follow‑up steps 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 according to ITIL version 4 guidelines. Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problems on JWICS. Experience with mobile devices, iPhones, and Samsung configuration.

Required

Certifications:

• DoD 8570 Level II certification (compliant with DoD 8570.01-M IAT level II – CCNA‑Security, CySA+, GICSP, GSEC, Security+CE, or SSCP)

Education, Background, and Years of

Experience:

• 3 Years of Desktop Support Experience, including Windows 11 installation and troubleshooting, experience with imaging devices.

Required Skills:

• Experience with Windows 11 installation and troubleshooting.
• Experience with imaging devices.
• Experience with mobile devices (iPhone and Samsung configuration).
• Android/iOS Mobile Device Management via Intune.

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.

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 no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Physical Requirements:

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.