Helpdesk Support Specialist III

About the role

CommIT Enterprises, Inc. is seeking a highly motivated Helpdesk Support Specialist to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization. The Customer provides 8x5x52 (Federal business days) on site and network support to three buildings located in Quantico, VA. The Customer supports approximately 1800 users and various ancillary devices.

Responsibilities

• Provide local area network support for desktop related problems, including installation of software and service requests for assets on unclassified and classified networks.
• Develop and implement an incident control process following ITIL version 4 framework guidelines for ITSM.
• Identify, research, and resolve technical problems related to user workstations, software, and equipment, such as Microsoft Intune Admin, Active Directory Admin, Microsoft O365 Exchange Admin, and Cisco Call Manager.
• Provide Tier II support to end users for PC, server, hardware, and mobile applications.
• Install, configure, and image computers with the latest Client-provided image.
• Support up to 100 global Top-Secret users and assist with Continuity of Operations Plans (COOP).
• 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 as defined in the ITIL version 4 framework.
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problems.
• Recommend systems modifications to reduce user problems and maintain/test network file servers and printers.
• Utilize software and hardware tools to identify and diagnose complex problems affecting network performance.

Qualifications

Required experience, education, and certifications include 3+ years of desktop support experience, experience with Windows 11 installation and troubleshooting, imaging devices, and Win11 desktop support. The candidate must be compliant with DoD 8570.01-M IAT level II – GSEC, Security+, SCNP, or CCNA-Security and have a Professional series Certification within the product groups technology scope (e.g. MCA).

Skills

• ITIL Foundation (v3) or greater (desired)
• Microsoft Certified Desktop Administrator Associate (MCA) (desired)
• VMWare Certified Professional (VCP) (desired)
• Experience with Mobile Devices, iPhones, and Samsung configuration
• Experience with Microsoft Intune Admin, Active Directory Admin, Microsoft O365 Exchange Admin, and Cisco Call Manager

Benefits and Schedule

The team provides coverage from 0600-1700 daily, with team members starting at different times and rotating every 6 months. The candidate must have an Active Top Secret security clearance.