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BA
BUSINESS AND SUPPORT SERVICES
HELP DESK ANALYST
Career Insights for Help Desk Technician / Analyst
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Based on Virginia data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$59,208 / year median in Virginia
-9% projected decline
Job Description
HELP DESK ANALYST
Department of the Navy U.S. Marine CorpsBUSINESS AND SUPPORT SERVICES
Summary Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team! MCCS is a comprehensive program th supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community. We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organizion functioning smoothly and effectively. Learn more about this agency Summary Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team! MCCS is a comprehensive program th supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community. We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organizion functioning smoothly and effectively. Learn more about this agency Overview Help Accepting applicions Locion 1 vacancy in the following locion: Quantico, VA 1 vacancy No mching locions found. Work site options Telework eligible No Relocion expenses reimbursed No Salary $40,000 - $50,000 per year Pay scale & grade NF 03 Promotion potential NA Learn more about pay scale and grade Pay scale and grade determines the salary of the job. Work schedule Full-time Travel Required 25% or less - Varies Appointment type Permanent Occupions and job series 2210 Informion Technology Management Supervisory stus No Federal service type This job is in the Competitive Service Drug test No Security clearance Not Required Announcement number 78708 Control number 883323500 This job is open to Help The public U.S. Citizens, Nionals or those who owe allegiance to the U.S. Clarificion from the agency Open to Public Duties Help Performs daily computer operions within established practices and procedures th apply to the assignment in support of various applicion programs th affect accuracy, reliability, acceptability and timeliness of final work products. Uses knowledge of IT principles, methods and practices to perform routine assignments in the specialty area. Uses knowledge of performance monitoring, quality assurance principles, technical documention, system security, and analytical methods to identify and solve routine issues and problems. Provide informion and assistance to customers, evalue methods and procedures, prepare recommendions and ensure approprie security measures are observed. Works a fluctuing work schedule to complete work assignments outside of the typical workweek and work hours. Responsible for first level call resolution, including the escalion and logging of all inbound Help Desk requests received via telephone, email, and the ticketing system, along with timely customer follow up. Performs account creion, updes, and routine maintenance within Active Directory. Conducts in-person and remote software and hardware troubleshooting required for daily operions. Provide field commands with technical guidance for corrective procedures and advice as needed regarding applicion software, opering systems, and hardware issues. Triages trouble tickets accurely to the correct technical team for resolution and communices higher level outages to the enterprise as needed. Assists with basic cloud provisioning tasks such as assignment of standard permissions and access validion. Provides routine Microsoft 365 support, including password resets, personal and shared mailbox setup, applicion troubleshooting, and verificion of user settings. Knowledgeable of virtual machines, servers, and RSA for first line troubleshooting steps. Additional duties include supporting mobile device setup, multi-factor authenticion, assisting personnel with point of sale (POS) device resets and simple configurion checks, and creing clear technical documention for both internal teams and customers. Monitors production network connectivity and may perform initial network administrion duties as needed. Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communices positively in a friendly manner. Asks questions to determine, verify and solve problems quickly. Checks for sisfaction on the quality of goods and services. Alerts the higher-level supervisor, or proper point of contact for help when problems arise. Adheres to safety regulions and standards. Uses any required safety equipment and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupional illness, and/or property damage resulting from workplace mishaps to the immedie supervisor. Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment. This is a white-collar position where occasional lifting up to 20 lbs. may be required. Requirements Help Conditions of employment See Duties and QualificionsEVALUATIONS
Qualificions Three years of computer operions experience th demonstres knowledge of and skill in using ADP equipment, Unix and Windows opering systems and both local and wide area networking. CompTIA, Microsoft and/or Cisco certificions a plus. Good verbal and written communicion skills to deal with a variety of contacts in the organizion and field commands. Relevant educion may be used as a substitute for experience. Additional informionGENERAL INFORMATION
Applicants are assured of equal considerion regardless of race, age, color, religion, nional origin, sex, GINA, political affiliion, membership or non-membership in an employee organizion, marital stus, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodions to applicants with disabilities. If you need a reasonable accommodion for any part of the applicion and hiring process, please notify the agency. The decision on granting reasonable accommodion on a case-by-case basis. It is Department of Navy (DON) policy to provide a workplace free of discriminion and retaliion. The DON No Fear Act policy link is provided for your review: https://www.secnav.navy.mil/donhr/Site/Pages/No-Fear-Act.aspx As part of the employment process, Human Resources Division may obtain a Criminal Record Check and/or an Investigive Consumer Report. Employment is contingent upon the successful completion of a Nional Agency Check and Inquiries (NACI). For all positions requiring access to firearms or ammunition, the Federal Government is prohibited from employing individuals in these positions who have ever been convicted of a misdemeanor crime of domestic violence, or a felony crime of domestic violence adjudged on or after 27 November 2002. Selectees for such positions must submit a completed DD Form 2760, Qualificion to Possess Firearms or Ammunition, before a final job offer can be made. Direct Deposit of total NET pay is mandory as a condition of employment for all appointments to positions within MCCS.Required Documents:
- Educion/certificion certifice(s), if applicable.
- If prior military, DD214 Member Copy
- Resume th does not exceed 2 pages
IMPORTANT
To align with the Merit Hiring Plan, Federal Agencies will not accept resumes th exceed two pages. Accordingly, the NAF HRO will only consider resumes th are two pages or fewer. Resumes exceeding this limit will not be referred and deemed ineligible for considerion. This activity is a Drug-free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolered. Federal employees have a right to a safe and secure workplace, and Marines, sailors, and their family members have a right to a reliable and productive Federal workforce. Involuntarily separed members of the armed forces and eligible family members applying through the Transition Assistance Program must submit a written request/stement (may be obtained from the MCCS Human Resources Office) and present ID card with "TA" stamped in red on front of card.INDIVIDUALS SELECTED FROM THIS ANNOUNCEMENT MAY BE CHANGED TO PART-TIME OR FULL-TIME AT MANAGEMENT'S DISCRETION WITHOUT FURTHER COMPETITION. ALL ONLINE APPLICATIONS MUST BE RECEIVED BY 1159PM EASTERN TIME
(ET)ON THE CLOSING DATE LISTED IN THE JOB POSTING.
Expand Hide additional informion Candides should be committed to improving the efficiency of the Federal government, passione about the ideals of our American republic, and committed to upholding the rule of law and the United Stes Constitution. Benefits Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits th are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits . The Federal government offers a number of exceptional benefits to its employees. Benefits you get to enjoy while working MCCS include but are not limited to:- Stability of Federal Civilian Service
- People with passion for doing work th mters
- Quality of Work Life Balance
- Competitive Pay
- Comprehensive Benefit Packages
- Marine Corps Exchange and Base Facility Privileges Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
- Stability of Federal Civilian Service
- People with passion for doing work th mters
- Quality of Work Life Balance
- Competitive Pay
- Comprehensive Benefit Packages
- Marine Corps Exchange and Base Facility Privileges Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.