Administrator III, Help Desk

Summary

The Help Desk Analyst will respond to incoming help and service requests from end users which may be submitted in-person, via telephone, e-mail, or Mattermost, and resolve issues in a timely and courteous manner.

Responsibilities

• Setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, 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 and 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 workstations, PCs, laptops, printers, and peripherals.
  
• Test fixes to ensure the 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 username, 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
  
• Experience using Windows Deployment Services for client imaging
  
• Cyber Security Work Force (CSWF) operating system certification, Microsoft Certified IT Professional (MCITP) on Windows 7, or government-approved equivalent required
  
• Linux configuration and management experience
  
• 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
  
• Current/valid US driver's license required
  
• 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:

• 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 the 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
  

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping people 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 people and offer employees a broad range of benefits.

Chenega MIOS's culture

Our positive and supportive culture encourages our people 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 our people 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 people, and our communities. We believe 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 at 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 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