Helpdesk Specialist

Location
Boston, Massachusetts
Posted
Aug 23, 2022
Closes
Sep 27, 2022
Ref
12440015
Function
Administrative
Hours
Full Time
Helpdesk Specialist

Boston, MA Join our Talent Network

Chenega Technical Innovations is currently seeking talented individuals to add to our Talent Network.

Position: Helpdesk Specialist

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

Duties and 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 such as laptops
  • Identify and install required drivers.
  • Configure authorized end user and network devices to include 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.
  • 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 to 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 to include:
  • Add systems or users
  • Reset passwords
  • Diagnose login problems
  • Identify the source of a problem as a group policy or network.

Minimum Qualifications:
  • High School diploma/GED required
  • Minimum 2 years' of Service/Helpdesk Support or related experience required
  • Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002. Acceptable certifications include A+ CE, CCNA-Security, Network+ CE, or SSCP.
  • Must obtain Windows 10 certification within 90 days of start date.
  • Background check with the ability to obtain Secret Clearance

Chenega Corporation and family of companies is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

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