Chenega Corporation Jobs

Helpdesk Specialist

Boston, MA Join our Talent Network

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Position: Helpdesk Specialist

Summary: The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.

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.

• 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

• Identify and install required drivers.

• Configure authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware according to STIGs for networked devices.

• Analyze customer prepared requests for acquisition and life-cycle replacement.

• Manage (e.g. image, set up, distribute and track) lifecycle/service replacement equipment including desktops, laptops, monitors, docking stations and hot spots for the installation.

• Perform bulk imaging/configuration for 15 or more devices.

• Participate in RMF support.

• Mitigate all systems known to be at risk as determined by the Army Information Assurance Vulnerability Management (IAVM) process.

• Troubleshoot and resolve the service requests.

• Install, diagnose and correct problems with desktop software including, but is not limited to:

• Microsoft Office Professional

• Microsoft Outlook

• Internet Explorer

• Google Chrome

• Adobe Acrobat Professional

• Tumbleweed Desktop Validator

• Active Client

• Establish and troubleshoot network file shares, data protection systems and data backup and data transfer techniques.

• Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).

• Troubleshoot and resolve the service requests.

• Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.

• 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).

• Contribute to SharePoint library.

• Follow all NEC policies, procedures and regulations.

• Maintain currency on technology and service capabilities.

• Assist users with identifying approved devices, reviewing specifications, acquiring and replacing their old devices.

• Devices to include computers, printers, laptops, scanners and other hardware.

• Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems

• Support 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.

Minimum Qualifications:

• High School diploma/GED required

• Minimum 2 years’ of Service/Helpdesk Support or related experience required

• Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002. Acceptable certifications include A+ CE, CCNA-Security, Network+ CE, or SSCP.

• Must obtain Windows 10 certification within 90 days of start date.

• Background check with the ability to obtain Secret Clearance

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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