Mid-Level Help Desk Technician

Summary

Mid-Level Help Desk Technician

Warner Robins, GA

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!

Chenega Systems (CS) provides federal agencies empowered solutions in Cybersecurity and Data Visualization. Our Subject Matter Experts offer decades of experience working in the federal marketplace and the data visualization environment.

The Mid-Level Help Desk Technician will provide expert advice and support services in IT business technologies.

Responsibilities

• Manage and track help desk requests about application, networking, and system problems and issues.
• Maintain a high level of customer satisfaction and respond with the appropriate level of urgency to user problems.
• Lead the help desk efforts to document core Standard Operating Procedures (SOPs), user Frequently Asked Questions (FAQs), self-help and troubleshooting guides, document configuration of devices, and provide monthly activity reports and other deliverables, while adhering to program quality standards.
• Manage a limited number of supporting staff; Mentor and train other technicians on more complex and/or critical procedures and items.
• Manage end-user equipment, including but not limited to laptop imaging, scheduling replacement hardware installation, and hardware upgrades.
• Provide all aspects of Help Desk support services. This includes, but is not limited to, ensuring the following actions are completed:
• Field incoming help requests from end-users via in-person communication and e-mail in a courteous manner.
• Document, track, and monitor problems to ensure a timely resolution.
• Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.
• Provide user support for Video Teleconference (VTCs), account management, patching and vulnerability management support, inventory, asset management, and tracking.
• Support software/hardware on peripheral network equipment such as meeting room cameras, microphones, speakers, scanners, copiers, printers, monitors, etc.
• Perform regularly scheduled preventive maintenance of the systems and peripherals.
• Identify, diagnose, and resolve problems for users on software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.
• Correct application issues, solve network and security problems and identify common PC software and hardware problems.
• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent required.
• Bachelor’s degree in technology field preferred
• 3+ years of relevant experience required
• Windows 10 OS and Windows Server 19 administration experience required
• CompTIA Security+ or government-approved equivalent certification
• Must be a US Citizen or Green Card Holder
• Background Check

Knowledge, Skills, and Abilities:

• Ability to properly apply STIGS as needed
• Experience with System Center Configuration Manager (SCCM), Window Server Update Services (WSUS), and Windows Deployment Services (WDS)
• Ability to manage multiple projects with time-related constraints in a fast-paced contract manufacturing environment.
• Speak effectively before groups of internal and/or external customers or employees
• High level of integrity and accountability
• Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
• Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks
• Ability to travel