Senior Help Desk Technician

Summary

The Senior Help Desk Technician will respond to incoming help and service requests from customer 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

• IT support will be completed both physically at West Point and remotely using the approved software tools in place.
  
• 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.
  
• Use ticketing system to record, track, document, and communicate status of the incident or service request.
  
• Access software and manufacture updates, knowledge bases, and Frequently Asked Questions resources to aid in problem solving.
  
• Offer technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of computer systems, hardware, and software.
  
• Assist users with installation and troubleshooting of issues.
  
• Conduct training sessions with individuals and groups on the various hardware, operating system, and software solutions in place.
  
• Support the various applications used by our staff and faculty in a higher education, engineering environment. These software installations are science and mathematics specific but are not limited to those areas. Must be able to troubleshoot and provide support in each of the (13) academic programs and the (26) centers of excellence.
  
• Assist with authoring and editing knowledge base articles to be reviewed and published in the Knowledge Management Database.
  
• Other duties as assigned
  

Qualifications

• High school diploma or GED required
  
• Associate degree preferred
  
• 2+ years of relevant help desk experience required
  
• Must have experience with trouble ticketing system
  
• Must be proficient with the Microsoft Office 365 Suite of applications
  
• Must be proficient with computer systems in a Microsoft Windows Operating System and network environment
  
• Must possess CompTIA Security+ certification
  
• Background check required
  
• The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief
  

Knowledge, Skills and Abilities

• Ability to provide some support that may need to be conducted at the user's location.
  
• Ability to support customers in and around the facility.
  
• Ability to assist with troubleshooting, configuring, and wired and wireless networks, including knowledge of critical security concepts, key cloud computing best practices, and typical service models, newer hardware, and virtualization techniques.
  
• Ability to provide Tier 1/2 support for all user-level applications.
  
• Ability to provide Tier 1/2 support for all user operating systems (Windows and MacOS).
  
• Ability to provide Tier 1/2 support for all remote access technologies (VPN, and Cloud, etc.).
  
• Ability to provide Tier 1/2 support for all client workstation hardware, including desktop, laptops, and tablets.
  
• Ability to provide Tier 1/2 end-user support for all client applications.
  
• Ability to assist with all client workstation installations, configuration, deployments, and relocations.
  
• Ability to effectively communicate technical matters to a non-technical audience while documenting customer interactions.
  
• Ability to multitask while staying focused in a fast-paced competitive environment.
  
• Experienced in the use of remote access applications.
  
• Ability to monitor Tier 1/2 ticket resolution to ensure defined SLAs are met.
  
• Ability to update tickets with the latest status and escalate them to the correct group if the incident can't be resolved.
  
• Thorough knowledge of desktop and business/technical support systems.
  
• Ability to work additional hours and/or perform additional tasks, including general office work as needed.
  

#Chenega Systems, 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