Mid-Level Help Desk Technician

Boston, Massachusetts
Aug 17, 2022
Aug 23, 2022
Full Time

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.

  • 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.

  • 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

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