Helpdesk Support Services Specialist
Boston, MA Join our Talent Network
Chenega Technical Innovations is currently seeking talented individuals to add to our Talent Network.
Helpdesk Support Services Specialist - Senior
Summary: The Help 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.
Support desktop operating systems like Microsoft Windows 10 and desktop software including, but is not limited to; Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Google Chrome, Adobe Acrobat Professional by diagnosing and correcting problems
Manage ticketing system, by ensuring that tickets have been assigned, and staff coverage is available.
Diagnose and correct problem on hardware such as personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals including the ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware.
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.
Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems; 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; and identify and install required drivers.
Manage Active Directory, and Networks to include; adding systems or users, resetting passwords, diagnosing login problems, and identifying the source of a problem as a group policy or network.
Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
Install, diagnose and correct problems with desktop software including, but is not limited to; Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Tumbleweed Desktop Validator, and 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.
Support creation of SharePoint accounts.
Provide oversight / training of junior staff as required.
Maintain currency on technology and service capabilities.
Other duties as assigned
Bachelor's Degree in related field; 5 years of experience or a combination of experience and training may be used in lieu of a degree with 7 years of direct relevant experience.
Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002.
Must have Windows 10 certification.
Security +, Cisco and Windows Server certifications preferred.
Must have NACLC with Tier 3 investigation
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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