Req ID: 31459SummaryHelp Desk TechnicianKing’s Bay, GAChenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Technology, Engineering, and Training. Formed in 2017 to serve federal and commercial customers, CABS is 8(a) certified and has grown quickly into a leader in the federal IT and Training environment.Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!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
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 by 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.
Complete annual company and customer training requirements according to established policies and procedures.
Record labor hours daily in an online corporate system.
Travel locally up to 25%.
Other duties as assigned.
Qualifications
High school diploma or GED equivalent 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 a government-approved equivalent is required
Secret clearance is required with the ability to obtain a Top Secret
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).
Possess excellent organizational skills with the ability to prioritize.
Ability to effectively communicate in written and verbal English language.
Possess strong problem-solving skills.
Ability to self-start and work independently or as a team.
Possess strong customer service skills.
Ability to learn new systems and associated software applications for proficient execution of tasks and managing multiple tasks with time-related constraints in a fast-paced environment.
Ability to travel locally up to 25%.
How you’ll growAt Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers 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.BenefitsAt 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 cultureOur 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 citizenshipChenega 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 TeamWe 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.comGlassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EIIE369514.11,23.htmLinkedIn - https://www.linkedin.com/company/1472684/Facebook - https://www.facebook.com/chenegamios/#Chenega Analytic Business Solutions, LLCChenega Corporation and family of companies is an EOE.Equal Opportunity Employer/Veterans/DisabledNative preference under PL 93-638.We participate in the E-Verify Employment Verification Program