HELP DESK ANALYST (OSB)

This position is located at Headquarters (Quantico, VA). Candidates selected for this position will serve as a HELP DESK ANALYST, NF3.

Resume limited to two pages. Major Duties

Performs daily computer operations within established practices and procedures that apply to the assignment in support of various application programs that 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 documentation, system security, and analytical methods to identify and solve routine issues and problems, prepare and update manuals and operating procedures, provide information and assistance to customers, evaluate methods and procedures, prepare recommendations and ensure appropriate security measures are observed. May work a fluctuating work schedule to complete work assignments outside of the typical workweek and work hours.

Monitors production runs and takes corrective action when a process aborts abnormally. Maintains daily computer logs and control reports, and provides computer services related to data entry, report distribution, and file transfers. Ensures proper storage of data media in accordance with safety and security regulations. Routes organization and Operation StormBreaker OSB customer users to the correct team to provide technical guidance for corrective actions or advice on work efforts related to Operation StormBreaker (OSB) including account management and application provisioning. Identifies options for problem resolution. Responsible for 1st level call resolution, escalation and logging of all inbound OSB help desk requests received by telephone, email and via the trouble ticket system (Jira, HighGear or other) and customer follow-up. Monitors production network connectivity and may provide 1st level network administration duties.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Asks questions to determine, verify and solve problems quickly. Checks for satisfaction 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 regulations and standards. Uses any required safety equipment and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment., It is Department of Navy (DON) policy to provide a workplace free of discrimination and retaliation. 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 Investigative Consumer Report. Employment is contingent upon the successful completion of a National 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, Qualification to Possess Firearms or Ammunition, before a final job offer can be made.

Direct Deposit of total NET pay is mandatory as a condition of employment for all appointments to positions within MCCS.

Required Documents:

• Education/certification certificate(s), if applicable.
• If prior military, DD214 Member Copy
• Resume that does not exceed 2 pages

Three years of computer operations experience that demonstrates knowledge of and skill in using ADP equipment, Unix and Windows operating systems and both local and wide area networking.

Microsoft and/or Cisco certifications a plus.

Good verbal and written communication skills to deal with a variety of contacts in the organization and OSB customers.

Applicable education may be substituted for years of experience.

Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team! MCCS is a comprehensive program that 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 organization functioning smoothly and effectively. As a service-oriented organization, we never waver in our commitment to our Corps.