CTC Help Desk Specialist II

CTC Help Desk Specialist II "WTRS" -Hohenfels, Germany

OVERVIEW:

Location: Joint Multinational Readiness Center - Instrumentation System (JMRC-IS) Clearance Level: Secret (or Ability to Obtain)

Position Overview

As a Tier I Help Desk Technician for the JMRC-IS, you are the first line of defense in maintaining the technical integrity of the Army's premier training environment. In addition to rapid-response troubleshooting, this role integrates Project Management Tracking to ensure that long-term system upgrades and exercise preparations stay on schedule and within scope

KEY RESPONSIBILITIES:

Hardware & Software Troubleshooting

• Hardware: Perform diagnostic testing, installation, and repair of desktop PCs, laptops, peripherals, and specialized JMRC instrumentation (GPS modules, radio interfaces).
• Software: Provide front-end support for Windows 10/11, Microsoft 365, and proprietary mission-specific applications used for After-Action Reviews (AAR).
• Identity Management: Manage user accounts and permissions within Active Directory and ensure systems meet DoD cybersecurity standards.

Networking & Connectivity

• Troubleshoot Layer 1 and Layer 2 connectivity issues, including cabling, port activation, and Wi-Fi authentication.
• Assist in monitoring network health to ensure seamless data flow between field sensors and the central data center.

Project Management & Tracking

• Milestone Monitoring: Use project management software (e.g., Jira, MS Project, or ServiceNow) to track progress on system deployments and infrastructure refreshes.
• Documentation: Maintain detailed logs of project-related tasks, ensuring that hardware rollouts for specific training rotations are completed by "Go-Live" dates.
• Resource Coordination: Assist in tracking equipment shipments and labor hours allocated to specific JMRC-IS modernization projects.
• Reporting: Generate weekly status reports for leadership regarding ticket trends and project bottlenecks.

Administrative & Other Duties

• Provide on-site support in tactical field environments during active training exercises.
• Escalate complex issues to Tier II/III teams with comprehensive diagnostic data.
• Participate in "lessons learned" meetings to improve future project workflows.

Please list by order of priority and, if possible, provide the percentage of time spent on the activity all should equal 100%.

MATERIAL AND EQUIPMENT DIRECTLY USED:

Computer hardware, software and telephone and radio communications.

WORKING ENVIRONMENT:

Primarily indoors. Rotating shifts including nights, weekends and holidays. Fast paced environment with on-demand support required.

EDUCATION & CERTIFICATIONS:

Education: High School Diploma or equivalent; Associate degree in IT preferred.

Certifications: CompTIA Security+ CE (required for IAT Level II compliance).

Experience: 1-2 years in a technical support role; basic exposure to project management methodologies (Agile, Waterfall, or Lean).

Technical Proficiency: Proficiency with ticketing systems and project tracking tools.

One-year related experience may be substituted for one year of education, if degree is required.

SKILLS & TECHNOLOGY USED:

Familiarity with military communication systems or tactical networks.

Experience using Jira, Confluence, or Microsoft Project to track team tasks.

Strong organizational skills and the ability to manage multiple competing priorities simultaneously.

Equal Opportunity Statement

V2X is committed to building a diverse and inclusive environment in which we recognize and value each other's differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.