Chenega Corporation Jobs

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, like laptops.

• Identify and install required drivers.

• Configure authorized end user and network devices, including 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 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, including:

• Add systems or users

• Reset passwords

• Diagnose login problems

• Identify the source of a problem as a group policy or network

Qualifications

• High School diploma or GED required.

• 2+ years of Service/Helpdesk Support or related experience required.

• Must have Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002 CompTIA certification before start date.

• Acceptable certifications include: A+ CE, CCNA-Security, Network+ CE, or SSCP.

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

• Secret clearance required

• The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills and Abilities:

• 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 as on-call support.

• Ability to meet and maintain minimum security clearance requirements.

#Chenega Technical Innovations, LLC

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