Helpdesk Technician – Jr. Level

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

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; escalate 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 checkin 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.