Tier II helpdesk technician providing desktop and network support to 1,200 users across classified and unclassified DoD networks at Quantico. This role requires an active Top Secret clearance and DoD 8570 Level II certification to deliver timely technical resolution in a mission-critical environment.
What you'll do
- Provide Tier II desktop and LAN support for software installation, service requests, and troubleshooting on both unclassified and classified networks
- Identify, research, and resolve technical problems related to user workstations, mobile phones, servers, switches, and laptops
- Support up to 100 global JWICS system users and respond to hardware, software, and network issues
- Process ~250 trouble tickets monthly via Remedy, phone, email, and in-person support using ITIL v4 and ITSM standards
- Configure and support mobile devices (iPhones, Samsung) via MDM platforms and collaborate with network services and application development teams for root cause analysis
- Recommend system modifications to reduce recurring problems and coordinate COOP continuity efforts
Mission
This position supports the Customer's global Network Operations mission, which delivers advanced, reliable, and secure communications and information systems. The role enables on-site desktop and network support across three Quantico buildings, including specialized support for 100 global JWICS system users.
Required skills
- Windows 11
- Desktop Support
- LAN Support
- Device Imaging
- Remedy Ticketing
- ITIL v4
- Mobile Device Management