Helpdesk Support Specialist III

Overview

CommIT Enterprises, Inc. is seeking a highly motivated Helpdesk Support Specialistto provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization in order to enable their global Network Operations mission of operating and defending the enterprise network.

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 the following ancillary devices: (2100) workstations (laptops and desktops), (26) network printers, (600) telephones, (190) smartphones, (25) switches. The candidate will be required to Tech Refresh workstation and smartphones, (44) Desktop SVTC when schedule to replace all End-of-Life Devices.The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA.

Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense's (DoD) GCSS-MC, CAC2S, TBMCS-MC, and the Department of Veteran's Affairs' (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Responsibilities

Your essential job functions will include but may not be limited to-

• Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network.
• Develop and implement an incident control process which shall include problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.
• Identify, research, and resolve technical problems related to the user workstations, software and other related user 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 either 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.
• Provide support and assist with the 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 a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times.
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.
• Recommend systems modifications to reduce user problems.
• Interact with Government Intelligence Activity network services, software systems engineering, and applications development to restore service and identify and correct core problems.
• Experience with Mobile Devices, iPhones and Samsung configuration.
• Monitor and respond to hardware, software, and network problems.
• Maintain and test network file servers and network printers.
• Utilize software and hardware tools and identify and diagnose complex problems and factors affecting network performance.

Qualifications

Required Experience, Education and Certifications:

• 3+ Years of Desktop Support Experience
• Experience with Windows 11 installation and troubleshooting
• Experience with imaging devices
• Experience with Win11 desktop support
• Compliant with DoD 8570.01-M IAT level II - GSEC, Security+, SCNP, or CCNA-Security
• Professional series Certification within the product groups technology scope (e.g. MCA)

Preferred Skills:

• ITIL Foundation (v3) or greater (desired)
• Microsoft Certified Desktop Administrator Associate (MCA) (desired)
• VMWare Certified Professional (VCP) (desired)

Security Clearance:

• Active Top Secret

Scheduled Hours:

• Team provides coverage from 0600-1700 daily. Team members start at different times to provide this coverage and rotate every 6 months.
• For example, we have personnel that provide coverage from 0600-1400, 0800-1600, 0900-1700.

Equal Opportunity Employer:

CommIT Enterprises, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.