Overview
On Site
USD 60,000.00 - 75,000.00 per year
Full Time
Skills
Scheduling
Workflow
Service Delivery
Production Scheduling
Leadership
Supervision
Distribution
Professional Development
Coaching
Tutoring
Mentorship
Microsoft Outlook
Cloud Computing
Standard Operating Procedure
Active Directory
Backup
Telecommunications
Problem Management
Customer Service
Training
IT Operations
Help Desk
Microsoft Windows
Unix
Cisco
LAN
Computer Hardware
Software Troubleshooting
Operating Systems
Network
Writing
Business Acumen
Computer Operation
Technical Support
Customer Relationship Management (CRM)
Network+
Security+
Microsoft
Cisco Certifications
SAP BASIS
Reporting
.NET
Military
SAFE
Human Resources
Technology Assessment
Management
Documentation
Microsoft Exchange
Project Management
Performance Management
Preventive Maintenance
Recruiting
Finance
Privacy
Job Details
Summary
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.
This job is open to
Clarification from the agency
Open to Public
Duties
Oversees and leads a 24/7 Helpdesk team specializing in technical support and client service inquiries. Acts as the primary point of contact for Client Services and Systems Support, addressing daily reported issues, escalated or long-term issues to ensure timely resolution. Manages daily operations by scheduling, coordinating, supervising, and evaluating team performance. Develops, implements, and refines operational policies, procedures, and work standards to maintain efficiency and effectiveness. Continuously monitors workflow to optimize processes and enhance service delivery.
Acts as the primary point of contact for Client Services operations in the absence of the Client Services/Systems Support manager. Collaborates with managers and departments to assess IT requirements, develop new applications, and address operational problems. Coordinates with systems, programming, and operations personnel to streamline activities and mitigate technical issues. Works closely with the Client Services/Systems Support Manager to establish priorities, set deadlines, and adjust work schedules to align with user needs and evolving operational demands. Resolves production scheduling conflicts, maintains records, prepares correspondence and reports and participates in meetings to support organizational objectives.
Provides leadership and supervision for employees by overseeing work distribution, task assignments, and performances evaluations. Supports professional development through coaching, counseling, tutoring, and mentoring, while managing personnel actions/leave approvals, and reviewing and approving timecards, keeping abreast of and actively supporting the principles of the EEO program, and prevention of sexual harassment. Must be alert to alcohol abuse and take appropriate action.
Acts as liaison between Client Services/Systems Support and other MCCS departments and staff, field commands, branch heads and system administrators when new IT projects are being proposed and implemented. Analyzes and troubleshoots computer system problems to support users, staff and field personnel on PC/LAN software to include: Windows OS, MS Outlook, MS Office, Cloud Technologies, and other related software. Creates and maintains Standard Operating Procedures, how to guides, and maintains and updates Helpdesk Ticket Tracking software and other related documentation. Creates and administers the Active Directory and email accounts. Offers end-user assistance via phone, email, and in-person visits to the Helpdesk. Provides backup, restores operations on user directories, and troubleshoots telecom issues. Acts as the Client Services Problem Management liaison. Initiates contact with internal support groups, commands, field personnel, outside vendors and others for problem identification and resolution.
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. Checks for satisfaction on the quality of services. Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.
Develops and ensures implementation of an activity safety program in accordance with the Base Safety Program. Advises employees of available safety regulations, instructions, materials and equipment. Promptly reports workplace accidents to the Human Resources Office. Ensures safety training is provided for employees. Complies with OSHA standards and takes action to correct unsafe or unhealthy working conditions. Ensures employees understand safety infractions that can result in disciplinary actions and follows through with appropriate action. Ensures minimal loss of duty by complying with "Return To Work" program initiatives and following up on employee well-being.
Works a fluctuating work schedule to complete work assignments outside of the typical workweek in a 365-day, 24-hour, 7-day shift operation.
This is a white-collar position where occasional lifting up to 20 lbs. may be required
Performs other duties as assigned.
Requirements
Conditions of Employment
EVALUATIONS:
Qualifications
Four years of experience working in an Information Technology Operations Center, Help Desk or technical support environment that demonstrates knowledge and skill of: reading, analyzing and interpreting complex technical data; familiarity with support of multi-vendor networked systems installations, including MS Windows, Unix and Cisco; strong PC/LAN hardware and software troubleshooting skills; ability to discuss and demonstrate knowledge of personal computers and operating systems, and network technologies and concepts. OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above that includes a minimum of two years of progressively technical hands-on experience, OR appropriate experience that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above.
Ability to evaluate effectiveness and efficiency of policies, procedures, and operational programs. Ability to travel is a requirement. Must demonstrate skills in communicating effectively, both orally and in writing. Must demonstrate strong business acumen.
Skill to supervise employees and serve as senior technician or team leader in the accomplishment of technical support work, and completion of computer operations in a software systems support environment. Exceptional customer relations and interpersonal skills. Skills to plan, schedule, coordinate, supervise and review work in an efficient manner. A+, Net+, Security +, Microsoft or Cisco certifications a plus.
Additional information
GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, sex, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.
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: ;br>
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
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 tolerated. 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 separated members of the armed forces and eligible family members applying through the Transition Assistance Program must submit a written request/statement (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.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application/resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. This vacancy will be filled by the best qualified applicant as determined by the selecting official.
Required Documents
Varies - Review "OTHER INFORMATION"
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applications must be submitted online via the MCCS Careers website:
Resumes/applications emailed or mailed will not be considered for this vacancy announcement. Resumes with personal photographs will not be considered. To be considered for employment, the application or resume must be submitted online by 11:59 PM (ET) on the closing date of the announcement.
Note: To check the status of your application or return to a previous or incomplete application, log into your MCCS user account and review your application status.
Agency contact information
BUSINESS AND SUPPORT SERVICES
Phone
Email
Address
BUSINESS AND SUPPORT SERVICES
DIVISION
3044 CATLIN AVE
QUANTICO, VA 22134-5003
USA
Next steps
All applicants who submit an application via our Careers page at will be able to view their application status online.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
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.
This job is open to
- The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Clarification from the agency
Open to Public
Duties
Oversees and leads a 24/7 Helpdesk team specializing in technical support and client service inquiries. Acts as the primary point of contact for Client Services and Systems Support, addressing daily reported issues, escalated or long-term issues to ensure timely resolution. Manages daily operations by scheduling, coordinating, supervising, and evaluating team performance. Develops, implements, and refines operational policies, procedures, and work standards to maintain efficiency and effectiveness. Continuously monitors workflow to optimize processes and enhance service delivery.
Acts as the primary point of contact for Client Services operations in the absence of the Client Services/Systems Support manager. Collaborates with managers and departments to assess IT requirements, develop new applications, and address operational problems. Coordinates with systems, programming, and operations personnel to streamline activities and mitigate technical issues. Works closely with the Client Services/Systems Support Manager to establish priorities, set deadlines, and adjust work schedules to align with user needs and evolving operational demands. Resolves production scheduling conflicts, maintains records, prepares correspondence and reports and participates in meetings to support organizational objectives.
Provides leadership and supervision for employees by overseeing work distribution, task assignments, and performances evaluations. Supports professional development through coaching, counseling, tutoring, and mentoring, while managing personnel actions/leave approvals, and reviewing and approving timecards, keeping abreast of and actively supporting the principles of the EEO program, and prevention of sexual harassment. Must be alert to alcohol abuse and take appropriate action.
Acts as liaison between Client Services/Systems Support and other MCCS departments and staff, field commands, branch heads and system administrators when new IT projects are being proposed and implemented. Analyzes and troubleshoots computer system problems to support users, staff and field personnel on PC/LAN software to include: Windows OS, MS Outlook, MS Office, Cloud Technologies, and other related software. Creates and maintains Standard Operating Procedures, how to guides, and maintains and updates Helpdesk Ticket Tracking software and other related documentation. Creates and administers the Active Directory and email accounts. Offers end-user assistance via phone, email, and in-person visits to the Helpdesk. Provides backup, restores operations on user directories, and troubleshoots telecom issues. Acts as the Client Services Problem Management liaison. Initiates contact with internal support groups, commands, field personnel, outside vendors and others for problem identification and resolution.
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. Checks for satisfaction on the quality of services. Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.
Develops and ensures implementation of an activity safety program in accordance with the Base Safety Program. Advises employees of available safety regulations, instructions, materials and equipment. Promptly reports workplace accidents to the Human Resources Office. Ensures safety training is provided for employees. Complies with OSHA standards and takes action to correct unsafe or unhealthy working conditions. Ensures employees understand safety infractions that can result in disciplinary actions and follows through with appropriate action. Ensures minimal loss of duty by complying with "Return To Work" program initiatives and following up on employee well-being.
Works a fluctuating work schedule to complete work assignments outside of the typical workweek in a 365-day, 24-hour, 7-day shift operation.
This is a white-collar position where occasional lifting up to 20 lbs. may be required
Performs other duties as assigned.
Requirements
Conditions of Employment
- See Duties and Qualifications
EVALUATIONS:
Qualifications
Four years of experience working in an Information Technology Operations Center, Help Desk or technical support environment that demonstrates knowledge and skill of: reading, analyzing and interpreting complex technical data; familiarity with support of multi-vendor networked systems installations, including MS Windows, Unix and Cisco; strong PC/LAN hardware and software troubleshooting skills; ability to discuss and demonstrate knowledge of personal computers and operating systems, and network technologies and concepts. OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above that includes a minimum of two years of progressively technical hands-on experience, OR appropriate experience that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above.
Ability to evaluate effectiveness and efficiency of policies, procedures, and operational programs. Ability to travel is a requirement. Must demonstrate skills in communicating effectively, both orally and in writing. Must demonstrate strong business acumen.
Skill to supervise employees and serve as senior technician or team leader in the accomplishment of technical support work, and completion of computer operations in a software systems support environment. Exceptional customer relations and interpersonal skills. Skills to plan, schedule, coordinate, supervise and review work in an efficient manner. A+, Net+, Security +, Microsoft or Cisco certifications a plus.
Additional information
GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, sex, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.
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: ;br>
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
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 tolerated. 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 separated members of the armed forces and eligible family members applying through the Transition Assistance Program must submit a written request/statement (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.
- Benefits
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 that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
The Federal government offers a number of exceptional benefits to its employees. Benefits you get to enjoy while working at MCCS include but are not limited to:
Stability of Federal Civilian Service
People with passion for doing work that matters
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. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application/resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. This vacancy will be filled by the best qualified applicant as determined by the selecting official.
- Benefits
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 that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
The Federal government offers a number of exceptional benefits to its employees. Benefits you get to enjoy while working at MCCS include but are not limited to:
Stability of Federal Civilian Service
People with passion for doing work that matters
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. Contact the hiring agency for more information on the specific benefits offered. - Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
Varies - Review "OTHER INFORMATION"
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating. - How to Apply
All applications must be submitted online via the MCCS Careers website:
Resumes/applications emailed or mailed will not be considered for this vacancy announcement. Resumes with personal photographs will not be considered. To be considered for employment, the application or resume must be submitted online by 11:59 PM (ET) on the closing date of the announcement.
Note: To check the status of your application or return to a previous or incomplete application, log into your MCCS user account and review your application status.
Agency contact information
BUSINESS AND SUPPORT SERVICES
Phone
Email
Address
BUSINESS AND SUPPORT SERVICES
DIVISION
3044 CATLIN AVE
QUANTICO, VA 22134-5003
USA
Next steps
All applicants who submit an application via our Careers page at will be able to view their application status online. - Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.- Criminal history inquiries
- Equal Employment Opportunity (EEO) Policy
- Financial suitability
- New employee probationary period
- Privacy Act
- Reasonable accommodation policy
- Selective Service
- Signature and false statements
- Social security number request
Required Documents
Varies - Review "OTHER INFORMATION"
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applications must be submitted online via the MCCS Careers website:
Resumes/applications emailed or mailed will not be considered for this vacancy announcement. Resumes with personal photographs will not be considered. To be considered for employment, the application or resume must be submitted online by 11:59 PM (ET) on the closing date of the announcement.
Note: To check the status of your application or return to a previous or incomplete application, log into your MCCS user account and review your application status.
Agency contact information
BUSINESS AND SUPPORT SERVICES
Phone
Address
BUSINESS AND SUPPORT SERVICES
DIVISION
3044 CATLIN AVE
QUANTICO, VA 22134-5003
USA
Next steps
All applicants who submit an application via our Careers page at will be able to view their application status online.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Criminal history inquiries
- Equal Employment Opportunity (EEO) Policy
- Financial suitability
- New employee probationary period
- Privacy Act
- Reasonable accommodation policy
- Selective Service
- Signature and false statements
- Social security number request
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.