Helpdesk Technician – Jr. Level

About the role

The Helpdesk Tech reports to the MSTP Project Manager and receives work direction derivatives from the Helpdesk Lead. This position supports daily Help Desk operations by providing Tier 1 troubleshooting for MCENN systems, SharePoint, mobile devices, VTC support/scheduling, account issues, and printers/scanners.

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.
• Aid with VTC scheduling and support bridge connections for routine meetings.
• Provide basic setup and support for collaborative audio, video, and web-based services.
• Aid in the user check-in 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.

Requirements

• Must possess and maintain training and certifications sufficient to be granted privileged access to Marine Corps information technology (IT) and information systems (IS).
• 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

• 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 workday (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.

Pay

$70,000-$170,000

Schedule

Unstable schedule, to include holidays and weekends.