Mid Level Help Desk Technician - Chenega Corporation

Overview

Mid-Level Help Desk Technician

San Antonio, TX

At Cyberstar, we aim to analyze and boost human and business performance through the implementation of business process redesign and information technology (IT) modernization to include data analytics and cloud computing.

We offer an alternate solution to improving the quality and effectiveness of business operations. In an ever-changing economy, Cyberstar helps companies better read and understand their market data through the synchronization of process innovation, human dynamics, analysis, and the integration of data technology capabilities, to ensure functional optimization in their business.

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! 

The Mid-Level Help Desk Technician will field incoming help requests from end users via telephone and e-mail in a courteous manner. This position is considered equivalent to Tier II help desk support.

Responsibilities

• Responsible for initial setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, and multifunction machines, etc.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from help desk customers.
• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN, WAN, VPN, the Internet, and new computer technology, communicating solutions to end-users.
• Prioritize and schedule problem resolutions.
• Escalate problems when required, to the appropriate next level.
• Use ticketing system to record, track, and document Help Desk requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software.
• Perform preventative maintenance, including checking and cleaning of workstations, pc’s, laptops, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-up to help requests.
• Provide one-on-one end-user problem resolution for approved software.
• Receive, deliver, tag, set up, and assist with the configuration of end-user hardware, software, and peripherals.
• Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
• Assign user-name, password, and access right permissions for multiple proprietary applications as well as client software.
• Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
• Manage effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability.
• Other duties as assigned.

Qualifications

• High school diploma or GED and 2+ years of related experience
  • Linux configuration & management experience
  • Experience using Windows Deployment Services for client imaging
• Cyber Security Work Force (CSWF) operating system certification, or government approved equivalent required
• CompTIA Security+ certified or government approved equivalent
• Must meet position and certification requirements outlined in DOD Directive 8570.01-M for Information Assurance Technician Level 1
• Background check with the ability to obtain a Top Secret clearance is required

Knowledge, Skills and Abilities:

• Windows 10 experience is preferred.
• DOD and/or U.S. Air Force experience preferred.
• Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
• 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.
• Familiar with laptop (iOS and Microsoft) initial setup, imaging, cloning, and re-imaging.
• Thorough working knowledge of the latest version of Microsoft Windows environment.
• Thorough working knowledge of configuration and setup of Apple iOS.
• Thorough working knowledge of configuration and setup of Linux.
• Thorough knowledge of PC/client repair and maintenance (hardware/software).
• Strong customer service skills, including verbal communication.
• Experience working with Jira, Confluence, and Microsoft Teams is preferred.
• Ability to work in customer-facing environment with high professionalism standards.
• Ability to work with others, as part of a multi-functional team, and contribute to a friendly working environment.

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/

#Cyberstar, LLC