Helpdesk Technician – Mid-Level / AV Specialist

About the role

The Helpdesk Technician – Mid-Level / AV Specialist supports MSTP Project Manager and Helpdesk Lead. They provide Tier 2 Help Desk support, manage MSTP VTC scheduling, coordinate contractor support, and assist with desktop client upgrades.

Responsibilities

• Provide Tier 2 Help Desk support, including advanced troubleshooting of configuration issues, software installations, and hardware repair.
• Manage and support MSTP VTC scheduling, ensuring reliable bridge connectivity and resolving AV related technical issues.
• Support multisite collaborative events involving integrated voice, video, and real-time services; ensure AV readiness for exercises and planning events.
• Cookordinate 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.
• Aid 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.
• Cookordinate 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.

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 five years of operational military or DoD IT experience supporting A/V systems, VTC operations, or collaboration environments.
• Minimum three years of hands-on 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

• 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.