Chenega Corporation Help Desk Support Services Specialist - Senior in Natick, Massachusetts
CHENEGA TECHNICAL INNOVATIONS
Company Job Title: Help Desk Support Services Specialist - Senior
Clearance: Background Check
Location: Natick, MA
Reports To: Help Desk Manager
FLSA Status: Exempt, Full Time, Regular
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.
Manage ticketing system and ensure 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
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.
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.
Manage Active Directory and Networks to include:
Add systems or users
Diagnose login problems
Identify 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
Adobe Acrobat Professional
Tumbleweed Desktop Validator
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.
Provide oversight / training of junior staff as required.
Support desktop operating systems like Microsoft Windows 10 and desktop software including, but is not limited to:
Microsoft Office Professional
Adobe Acrobat Professional by diagnosing and correcting problems
Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems
Support creation of SharePoint accounts
Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
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.
Experience with CAT-1 findings.
Possess Baseline and Full Computing Environment Certifications for IAT-II IAW DoD 8570.01-M and BBP 05-PR-M-0002.
Possess and maintain a valid state operator's license.
Ability to obtain Windows 10 certification within 30 days of start date.
Successful completion of Background check with the ability to obtain Secret clearance
Knowledge, Skills and Abilities:
Ability to obtain Secret clearance.
Cisco and Windows Server certification preferred.
Ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware.
Desired knowledge of:
Adobe Creative Suite
Ability to work nights, weekends and holidays as required.
Must be adept at reading installation guides and implementing new software products.
Must be proficient with Microsoft Windows 10, and have solid troubleshooting skills.
Strong communications skills (both written and oral), strong customer service and excellent interpersonal skills, 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
Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program.
Primary Location: United States-Massachusetts-Natick
Organization: Chenega Technical Innovations
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Exempt
Recruiter: Melody Parsons
Req ID: 1900004705