Helpdesk Specialist

Location
Natick, Massachusetts
Posted
Jun 15, 2022
Closes
Jul 20, 2022
Ref
21314
Function
Administrative
Hours
Full Time
Summary

The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.

Responsibilities
  • Receive customer trouble tickets and service requests for desktop support.
  • Respond to service requests, enter them into the ticketing system, and acknowledge the request to the customer.
  • Build new systems using the Army Gold Master (AGM) or the bulk imaging of approved operating systems, baseline software applications, and required security patches.
  • Install encryption systems used to protect the data of portable systems, like laptops.
  • Identify and install required drivers.
  • Configure authorized end user and network devices, including computers, printers, laptops, scanners, and other hardware according to STIGs for networked devices.
  • Analyze customer prepared requests for acquisition and life-cycle replacement.
  • Manage (e.g. image, set up, distribute and track) lifecycle/service replacement equipment, including desktops, laptops, monitors, docking stations, and hot spots for the installation.
  • Perform bulk imaging/configuration for 15 or more devices.
  • Participate in RMF support.
  • Mitigate all systems known to be at risk as determined by the Army Information Assurance Vulnerability Management (IAVM) process.
  • Troubleshoot and resolve the service requests.
  • Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
  • Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
  • Install, diagnose, and correct problems with desktop software, including but is not limited to:
  • Microsoft Office Professional
  • Microsoft Outlook
  • Internet Explorer
  • Google Chrome
  • Adobe Acrobat Professional
  • Tumbleweed Desktop Validator
  • Active Client
  • Establish and troubleshoot network file shares, data protection systems, and data backup and data transfer techniques.
  • Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).
  • Troubleshoot and resolve the service requests.
  • Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
  • Work with System Administrators and Database Administrators to install, configure, troubleshoot, and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).
  • Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).
  • Contribute to SharePoint library.
  • Follow all NEC policies, procedures, and regulations.
  • Maintain currency on technology and service capabilities.
  • Assist users with identifying approved devices, reviewing specifications, acquiring, and replacing their old devices.
  • Devices include computers, printers, laptops, scanners, and other hardware
  • Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems.
  • Support Active Directory, and Networks, including:
  • Add systems or users
  • Reset passwords
  • Diagnose login problems
  • Identify the source of a problem as a group policy or network

Qualifications
  • High School diploma or GED required.
  • 2+ years of Service/Helpdesk Support or related experience required.
  • Must have Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002 CompTIA certification before start date.
  • Acceptable certifications include: A+ CE, CCNA-Security, Network+ CE, or SSCP.
  • Must obtain Windows 10 certification within 90 days of start date.
  • Secret clearance required
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills and Abilities:
  • Security+ CE certification preferred.
  • Strong communication skills, both written and oral.
  • Strong customer service and excellent interpersonal skills.
  • Ability to obtain certification requirements
  • Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
  • Ability to occasionally work after hours and/or as on-call support.
  • Ability to meet and maintain minimum security clearance requirements.

#Chenega Technical Innovations, 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

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