Help Desk Technician

Location
St Marys, Georgia
Posted
Nov 08, 2022
Closes
Dec 13, 2022
Ref
24197
Function
Administrative
Hours
Full Time
Summary

The Help Desk Technician will provide support services in IT security and business technologies, in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

Responsibilities

Work you'll do

As an Help Desk Technician within our CABS SWFLANT team, you will:
  • Answer the SPK Help Desk phone and monitor incoming e-mail and web-based support requests.
  • Assist users with completing requirements associated with access requests to IT systems.
  • Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and including closure.
  • Monitor voicemail for calls received outside normal hours of operation, adding any request to the SPK Help Desk Call Tracking Database system.
  • Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks).
  • Provide Help Desk functions, including providing 1st level/ad hoc assistance for problem resolution/questions and triage and referral and tracking of 2 nd and 3 rd level problems.
  • Respond to user requests within two (2) hours from receipt of requests and resolve problems through direct action or through the referral/escalation of problems to appropriate support personnel.
  • Assign service calls that cannot be handled in "real-time" to the appropriate support team for resolution and track the calls handed off through to completion in the SPK Help Desk database.
  • Provide end-user notification and follow-up to assure the SSP and SPK community that their requests are being handled in a professional and timely manner, including customer callbacks.
  • Assist with the creation of a web-based newsletter for the monthly Contracts Data Requirements List (CDRL.)
  • Assist users with completing requirements associated with access requests to IT systems.
  • Provide immediate, real-time assistance in response to end-user questions and trouble reports.
  • Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
  • Serve as the "point-of-contact" between the end-user community, on-site support personnel, and hardware maintenance vendors.
  • Perform installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems in accordance with local and Enterprise configuration management.
  • Provide support for Video Teleconference (VTC) sessions.
  • Provide "one-on-one" new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT's approved application portfolio.
  • Support VTC and conference room hardware and software and multimedia systems.
  • Publish customer notifications of scheduled or emergent system outages.
  • Contribute and maintain web-based self-help/FAQs, based on recurring calls.
  • Manage and support mobile SSP/SWFLANT mobile devices.
  • Complete annual company and customer training requirements according to established policies and procedures.
  • Record labor hours daily in an online corporate system.
  • Other duties as assigned

Qualifications
  • High school diploma or GED required
  • 2+ years of related work experience
  • Experience using Windows Deployment Services for client imaging
  • Must possess and maintain a valid U.S. driver's license
  • Cyber Security Workforce required security and operating system certification, or government-approved equivalent is required
  • Secret clearance is required with the ability to obtain a Top Secret
  • This position requires that you must be vaccinated against the COVID-19 virus and must show evidence of vaccination upon hire

Knowledge, Skills and Abilities:
  • Must have the ability to obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Entry/Apprentice, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
  • Thorough working knowledge of Microsoft Windows 10 environment.
  • Working knowledge of PC/client repair and maintenance (hardware/software).

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career 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 team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members 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 we 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 team members, and our communities. We believe that 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 - 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 Analytic Business 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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