CTC Help Desk Specialist II

V2X Inc; Hohenfels; Vor Ort; EUR 32.000 - 42.000; Vollzeit

Zusammenfassung

V2X Inc is seeking a Tier I Help Desk Technician for the JMRC-IS in a fast-paced environment. You will be the first line of defense for the Army’s training environment, troubleshooting hardware, software, and access issues while coordinating with Project Management tracking.

The role requires 1–2 years in technical support, knowledge of Windows 10/11, Microsoft 365, and DoD cybersecurity considerations, with on-site support in Germany during training exercises.

Qualifikationen

• High School Diploma or equivalent; Associate degree in IT preferred.
• 1-2 years in a technical support role.
• Experience with project management methodologies (Agile, Waterfall, or Lean).

Aufgaben

• Hardware and software support for desk­top PCs, laptops, peripherals, and JMRC instrumentation.
• Provide frontend support for Windows 10/11, Microsoft 365, and mission-specific AAR applications.
• Manage user accounts and permissions in Active Directory; ensure DoD cybersecurity standards.
• Troubleshoot connectivity issues, including cabling, ports, and Wi‑Fi authentication.
• Monitor network health and support data flow between field sensors and central data center.
• Track deployments and infrastructure refreshes using Jira, MS Project, or ServiceNow.
• Maintain logs and ensure Go-Live dates for hardware rollouts during training rotations.
• Escalate complex issues to Tier II/III with detailed diagnostic data.
• Generate weekly leadership status reports on ticket trends and bottlenecks.
• Provide on-site support in tactical field environments during training exercises.

Kenntnisse

Technical support

PM methodologies

Ausbildung

Associate degree in IT

High School Diploma or equivalent

Tools

Jira

MS Project

ServiceNow

Jobbeschreibung

Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $4.5B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Job Summary

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.

Responsibilities

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

Qualifications

Education / Experience Requirements

• High School Diploma or equivalent; Associate degree in IT preferred. One-year related experience may be substituted for one year of education, if degree is required.
• Experience: 1-2 years in a technical support role; basic exposure to project management methodologies (Agile, Waterfall, or Lean).

Working Environment

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

Clearance

NACI Background Check.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.