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Chenega Corporation Help Desk Support Services Specialist - Senior in Natick, Massachusetts


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.


  • 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 problems 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, including 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, including laptops.

  • Identify and install required drivers.

  • Manage 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.

  • 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

  • Adobe Acrobat Professional

  • Tumbleweed Desktop Validator

  • Active Client.

  • 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 to junior staff as required.

  • Support desktop operating systems like Microsoft Windows 10 and desktop software, including but is not limited to:

  • Microsoft Office Professional

  • Microsoft Outlook

  • Internet Explorer

  • Google Chrome

  • 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


  • Bachelor’s Degree in related field

  • Combination of 4+ years’ experience and training may be used in lieu of a degree.

  • Experience with CAT-1 findings.

  • Ability to obtain Baseline and Full Computing Environment Certifications for IAT-II IAW DoD 8570.01-M and BBP 05-PR-M-0002 before start date. Acceptable certifications include Security+ CE, CCNA-Security, GICSP, CND or SSCP.

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

  • Possess and maintain a valid state operator's license

  • Successful completion of background check with the ability to obtain an interim secret clearance before start date

Knowledge, Skills and Abilities

  • Ability to obtain a secret clearance.

  • Experience with CAT-1 findings.

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

  • 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:

  • IA software

  • VoIP

  • ACAS

  • HBSS

  • McAfee


  • VTC

  • SVTC

  • Solid Works

  • Adobe Acrobat

  • Active Client

  • Citrix Receiver

  • Adobe Creative Suite

  • Microsoft Project

  • Visio

  • Cisco

  • WAWF

  • DTS


  • GCSS Army

  • SharePoint

  • 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, including work nights, weekends, and holidays as required.

#Chenega Technical Innovations, LLC