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Help Desk Support Services Specialist - Senior

Employer
Chenega MIOS
Location
Natick, Massachusetts
Closing date
Oct 12, 2022

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Job Details

Help Desk Support Services Specialist - Senior

Natick, MA Join our Talent Network

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

Position: Help Desk Support Services Specialist - Senior

Summary:

TheHelp Desk Support Services Specialist - Senior will provide end user desktop support services for approved desktop applications and Host Based Security System Services for Natick Soldier Systems Center.

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.
  • Manage ticketing system and ensure that tickets have been assigned and staff coverage is available.
  • Diagnose and correct problem on hardware, like personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals.
  • Troubleshoot and resolve the service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead.
  • Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
  • Coordinate problem resolution with other groups and outside organizations, including other support contractor and hardware and software vendors.
  • 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.
  • Manage 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
  • Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting and repairing) that do not require touch labor.
  • Install, diagnose, and correct problems with desktop software, including but not limited to:
  • Microsoft Office Professional
  • Microsoft Outlook
  • Internet Explorer
  • Adobe Acrobat Professional
  • Tumbleweed Desktop Validator
  • Active Client
  • Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).
  • 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).
  • Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
  • Coordinate with Information Assurance functional leads in support of HBSS services.
  • Contribute to SharePoint library.
  • Follow all NEC policies, procedures, and regulations.
  • Provide oversight/training of junior staff as required.
  • Support desktop operating systems like Microsoft Windows 10 and desktop software, including but not limited to:
  • Microsoft Office Professional
  • Microsoft Outlook
  • Internet Explorer
  • Google Chrome
  • Adobe Acrobat Professional by diagnosing and correcting problems
  • Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems.
  • Support creation of SharePoint accounts.
  • Other duties as assigned

Minimum Qualifications:
  • Bachelor's degree in related field
  • Combination of 4+ years' experience and training may be used in lieu of a degree
  • Experience with CAT-1 findings
  • Possess Baseline and Full Computing Environment Certifications for IAT-II IAW DoD 8570.01-M and BBP 05-PR-M-0002
  • Acceptable certifications include: Security+ CE, CCNA-Security, GICSP, CND, or SSCP
  • Possess and maintain a valid state operator's license
  • Background check required and the ability to obtain a secret clearance before start date

Knowledge, Skills and Abilities
  • Ability to obtain secret clearance.
  • Ability to obtain Windows 10 certification within 90 days of start date.
  • Cisco and Windows server certification is preferred.
  • Ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware.
  • Desired knowledge of:
  • IA software
  • VoIP
  • ACAS
  • HBSS
  • McAfee
  • SIPRNET
  • VTC
  • SVTC
  • Solid Works
  • Adobe Acrobat
  • Active Client
  • Citrix Receiver
  • Adobe Creative Suite
  • Microsoft Project
  • Visio
  • Cisco
  • WAWF
  • DTS
  • DCPDS
  • GCSS Army
  • SharePoint
  • GFEBS
  • Must be adept at reading installation guides and implementing new software products.
  • Must be proficient with Microsoft Windows 10 and have solid troubleshooting skills.
  • Strong communications skills (both written and oral), strong customer service, and excellent interpersonal skills with the 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, including nights, weekends, and holidays as required.

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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Company

Chenega Corporation’s Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers worldwide. Founded in 2005 and headquartered in Lorton, Virginia, Chenega MIOS is a shared services division of Chenega Corporation. As an Alaska Native Corporation, 100% of our profits benefit our Native shareholders through preservation of culture and heritage or being reinvested in the business, truly making Chenega a “Corporation with a higher cause.” 

Chenega MIOS provides standard business services to its 20+ wholly-owned companies of Chenega Corporation and assists in managing contracts with a net value of over $600 million. Together, the companies aligned under the MIOS SBU offer a diverse range of capabilities that strengthen our capacity for shared knowledge and mission-focused service to our customers. These capabilities include but are not limited to information technology, systems engineering, records management, and staff services. 

As a 2020 Top Workplace, we are proud to be a Washington Post featured employer and are always looking for dedicated professionals in the DC Metro region. Still, our footprint reaches across the globe with work in 39 states, DC, Guam, and 11 different countries. Please find our DC Metro area positions below, and for more information on Chenega MIOS, our capabilities, and employment opportunities, please visit chenegamios.com.

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