Mid-Level Help Desk Technician
- Employer
- Chenega MIOS
- Location
- Boston, Massachusetts
- Posted
- Jun 15, 2022
- Closes
- Jul 20, 2022
- Ref
- 21402
- Function
- Administrative
- Industry
- Government and Public Services
- Hours
- Full Time
Summary
The Mid-Level Help Desk Technician will respond to incoming help and service requests from end users which may be submitted in-person or via telephone, e-mail, and Matter Most and resolve issues in a timely and courteous manner.
Responsibilities
Qualifications
Knowledge, Skills and Abilities
#Chenega Applied Solutions, LLC
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program
The Mid-Level Help Desk Technician will respond to incoming help and service requests from end users which may be submitted in-person or via telephone, e-mail, and Matter Most and resolve issues in a timely and courteous manner.
Responsibilities
- Field incoming service requests from end-users and follow up and escalate as necessary to understand the request as well as the necessary actions to resolve.
- Provide information and support across the critical support services at the Kessel Run Experimentation Lab (KREL).
- Build rapport with customers and deliver timely and effective remedies.
- Identify, diagnose, and resolve user issues across software, hardware, LAN, VPN, internet access, and applications and communicate valued solutions.
- Prioritize and schedule incidents and escalate as necessary to the appropriate next level until resolution.
- Use a ticketing system to record, track, document, and communicate the status of the incident or service request.
- Access software and manufacture updates, knowledge bases, and frequently asked questions resources to aid in problem resolution.
- Learn appropriate software and hardware and the support protocols required by the organization.
- Perform preventative maintenance and upgrades for user workstations, laptops, printers, and peripherals and accesses Tier-II support for repairs.
- Receive, inventory, tag, and prepare for re-issue end-user hardware, software, and peripherals equipment.
- Help to install necessary LAN cabling and supplemental power cords to support workstation requirements.
- Manage effective inventory control of property and monitor system warrantees and support service programs to ensure maximum system uptime and availability.
- Support tasks and support priorities as assigned by the program manager.
Qualifications
- High school diploma or GED
- 2+ years of related experience
- Familiar with configuring/set-up of Apple iOS
- CompTIA Security+ certified or government approved equivalent must be obtained within 6 months of hire
- `Secret clearance is required
- The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief
Knowledge, Skills and Abilities
- 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.
- Thorough working knowledge of the latest version of Microsoft Windows environment.
- Familiar with configuring/set-up of Apple iOS.
- Thorough knowledge of PC/client repair and maintenance (hardware/software).
- Strong customer service skills, including verbal communication.
- Current/valid US driver's license.
#Chenega Applied Solutions, LLC
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program