Service Desk/Desktop Support Analyst
New Orleans , LA 70114
Posted 5 months ago
Service Desk/Desktop Support; New Orleans, LA 70114Job Description:
Enterprise Service Desk representatives are responsible for end-user desktop support across numerous Marine Corps installations worldwide. They will interface directly with Marines, Govt Civilians, and contractors across USMC installations across the world by providing IT support for various devices/technologies including the MCEN network devices, laptops, desktops, printers, mobile devices (iPhones), connectivity issues, OS issues, Outlook/Microsoft Office support, Video Teleconference (VTC), Multifuctional Devices (MFD)/Multifunctional Peripherals (MFP)
Receive and provide tier-1 and tier-2 support for incoming communications (calls, emails, voicemail, and web service request and incident records).
Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with USMC ITSM processes and procedures.
Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing USMC tools, to remain informed on pending incidents to provide proactive support.
Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
Maintain accurate documentation of all transactions within the MCCOG SvD, using the USMC Incident Management (IM) tool, as well as related support team documented procedures, such as the MCCOG SvD Operations manual.
Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to MCCOG SvD operations.
Update the knowledge base of USMC applications, systems, or program interrelationships, to assist with resolution of tickets.
Execute the USMC ITSM processes directly related to MCCOG SvD activities.
Technical Requirements (MUST haves, needs not wants)
Years of Experience
6 months+ for Mid-level
2+ years for Senior-level
Ability/Experience with troubleshooting, support for IT Devices,
Laptops, desktops, printers, mobile devices, software installs/support, device re-imaging, etc.
Candidates that have worked Geek Squad would do well
Ideally have utilized ticketing systems such as Remedy in the past
IAT II Certification
Security+ CE, CCNA Security, CySA+, GICSP, GSEC, SSCP is a plus, but must be willing to obtain it soon after start date
Active Secret Clearance
Interim is OK
Keywords: Desktop, Laptop, Help Desk, Desktop Support, IT Support, Service Desk, Re-image, break/fix, troubleshoot, printers, cell phone, mobile devices, iPhone, VTC, Video Teleconference, MFD, MFP, Multifunctional Device, Multifunctional Peripheral, software, Microsoft Office, Outlook, Windows 7, Windows 10, motherboard, tech support, Remedy, ServiceNow, Ticketing, Tier 2, Security+ CE, Network+ CE, A+ CE, SSCP, CCNA, Navy Yard, Patuxent River, Pax River
Secret Clearance, Security Clearance