Chenega Corporation Jobs

Job Information

Chenega Corporation Help Desk Specialist in Natick, Massachusetts

Summary

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

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.

  • Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.

  • 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

  • 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.

  • Other duties as assigned

Qualifications

  • High school diploma or GED required.

  • 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 required.

Knowledge, Skills and Abilities

  • Ability to obtain secret clearance.

  • Security+ CE certification preferred.

  • Strong communication skills, both written and oral.

  • Strong customer service and excellent interpersonal skills.

  • Ability to obtain certification requirements

  • Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.

  • Ability to occasionally work after hours and/or on-call support.

  • Ability to meet and maintain minimum security clearance requirements.

#Chenega Technical Innovations, LLC

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