Senior Help Desk Technician - Chenega Corporation

Overview

Senior Help Desk Technician

Kings Bay, GA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!  

Chenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Technology, Engineering, and Training. Formed in 2017 to serve federal and commercial customers, CABS is 8(a) certified and has grown quickly into a leader in the federal IT and Training environment. 

The Senior Help Desk Technician will provide support services in IT security and business technologies in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

Responsibilities

• Provide immediate, real-time assistance in response to end-user questions and trouble reports.
• Provide technical assistance to users in areas, like customizing off-the-shelf software, coordinating the resolution of data communication problems, and relocation of IT equipment.
• Provide "desk-side" assistance to the SPK end-user community in those situations where a question or problem cannot be adequately answered over the phone.
• Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
• Install and configure application software in response to SPK Help Desk requests.
• Provide one-on-one new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT’s approved application portfolio.
• Provide support in preparing special application projects to assist the end-users with automating their business processes.
• Coordinate, set up, and break down ad hoc classified and unclassified computing environments to support VIP visitors, inspections, meetings, and events.
• Provide support to SSP and SPK field activities, including desktop configuration, remote access connectivity, and remote access administration.
• Create and design Microsoft web-based online tutorials.
• Provide one-on-one desk-side training.
• Create user guides, which are short and simplified instructions on particular topics, like remote access e-mail from laptops.
• Answer the SPK help desk phone and monitor incoming e-mail and web-based support requests.
• Assist users with completing requirements associated with access requests to IT systems.
• Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and, including closure.
• Monitor voicemail for calls received outside normal hours of operation, adding any request to the SPK Help Desk Call Tracking Database system.
• Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks).
• Provide help desk functions, including providing 1st level ad hoc assistance for problem resolution/questions, and triage, referral, and tracking of 2nd and 3rd-level problems.
• Respond to user requests within two hours from receipt of requests and resolve the problem through direct action or through referral/escalation of the problem to appropriate support personnel.
• Assign service calls that cannot be handled in real-time to the appropriate support team for resolution and track the calls handed off through to completion in the SPK Help Desk database.
• Provide end-user notification and follow-up to assure the SSP and SPK community that their requests are being handled in a professional and timely manner, including customer callbacks.
• Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.
• Assist with the creation of a web-based newsletter for monthly CDRL.
• Manage and support mobile SSP/SWFLANT mobile devices.
• Serve as the point of contact between the end-user community, on-site support personnel, and hardware maintenance vendors.
• Complete annual company and customer training requirements.
• Record labor hours daily.
• Tavel up to 10% as requested.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent required.
• 3 + years of related work experience.
• Cyber Security Workforce security and operating system certification or government-approved equivalent is required at the time of hire.
• Must possess and maintain a valid U.S. driver’s license.

• Security + Certification is required.

• Secret clearance required.

Knowledge, Skills and Abilities:

• Thorough working knowledge of Microsoft Windows 10/11 environment.
• Experience using Windows Deployment Services for client imaging.
• Working knowledge of PC/client repair and maintenance (hardware/software).
• Possess excellent organizational skills with the ability to prioritize.
• Possess strong problem-solving skills.
• Possess strong customer service skills.
• Ability to obtain certification requirements, including classes, credentialing, and continual certification as required with a minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Intermediate/Journeyman, per SECNAV M-5239.2, and IT Position Level IT-1 per SECNAV M-5510.30.
• Ability to learn new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time-related constraints in a fast-paced environment.
• Ability to effectively communicate in the written and verbal English language.
• Ability to self-start and work independently or as a team.
• Ability to maintain secret clearance throughout the life cycle of the contract.
• Ability to travel up to 10% as requested.

How you’ll grow  

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.  

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.  

Benefits  

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.  

Learn more about what working at Chenega MIOS can mean for you.  

Chenega MIOS’s culture  

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.  

Corporate citizenship  

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.  

Learn more about Chenega’s impact on the world.  

Chenega MIOS News- https://chenegamios.com/news/  

Tips from your Talent Acquisition Team  

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:  

Chenega MIOS web site - www.chenegamios.com  

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm  

LinkedIn - https://www.linkedin.com/company/1472684/  

Facebook - https://www.facebook.com/chenegamios/ 

#Chenega Analytic Business Solutions, LLC