Helpdesk Technician – Mid-Level / AV Specialist

The Helpdesk Tech reports to the MSTP Project Manager and receives work direction derivatives from the Helpdesk Lead.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide Tier 2 Help Desk support, including advanced troubleshooting of configuration issues, software installations, and hardware repair (inhouse or depot/warranty coordination).

• Manage and support MSTP VTC scheduling, ensuring reliable bridge connectivity and resolving AVrelated technical issues.

• Support multisite collaborative events involving integrated voice, video, and realtime services; ensure AV readiness for exercises and planning events.

• Coordinate contractor support and maintenance activities for MSTP audiovisual systems.

• Maintain and update asset management data, ensuring hardware/software tracking accuracy in accordance with USMC IT Asset Management Guide.

• Assist in planning and executing desktop client upgrades (Windows or future releases), troubleshooting deployment issues as they arise.

• Create or update SOPs/desktop procedures for recurring technical tasks.

• Coordinate issue resolution related to asset tracking, technical refresh, and lifecycle sustainment of MSTP IT systems.

• Support SAAR processing for 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 five years of operational military or DoD IT experience supporting A/V systems, VTC operations, or collaboration environments.

• Minimum three years of handson experience administering Cisco Call Manager, VTC endpoints, or unified communications systems at the enterprise level.

• Minimum two years providing Tier 2 Help Desk support, including configuration troubleshooting, software installs, and hardware diagnostics.

• Minimum two years of experience supporting secure mobility solutions, including Purebred certificate management and BlackBerry UEM administration.

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.