Chenega Corporation Help Desk Manager in San Antonio, Texas
The Senior Helpdesk Manager leads a team that provides the services, staff, and expertise to operate and maintain helpdesk functions, including ticketing, system, and operational support, and troubleshooting onsite or remotely as required by Tier I, Tier II, and Tier III technicians .
Provide oversight/management of initial setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, multifunction machines, and peripherals.
Develop and maintain staffing schedules, to ensure coverage meets contractual requirements.
Manage and oversee identification, diagnosis, and resolution of level one problems for users of the software and hardware, LAN, WAN, VPN, the internet, and new computer technology.
Communicate solutions to end-users.
Maintain and update the helpdesk ticketing system, to ensure trouble tickets assigned to appropriate personnel and resolve according to contractual delivery schedule.
Mentor and train other technicians on more complex and/or critical procedures and items.
Coordinate with external helpdesks and other service providers as required.
Review, assign, and manage requests for resources and trouble tickets through ticketing system.
Promote a very high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems.
Oversee and execute deployment of support software/hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
Provide customer with advice on emerging technology related to IT hardware and software affecting the network environment
Document, track, and monitor problems, to ensure timely resolution.
Prioritize, manage, and track help desk calls pertaining to application, networking, and systems problems and issues.
Correct application issues solve network and security problems and identify common PC software and hardware problems.
Provide hardware support of end-user equipment, like installing replacement hardware or upgrading hardware.
Assign user-name, password, and access right permissions for multiple proprietary applications as well as client software.
Other duties as assigned
High school diploma or GED required
Bachelor’s degree preferred
5+ years of related experience
Experience with Windows 10 is preferred.
Experience with Linux operating system
DOD and/or U.S. Air Force experience preferred
Microsoft Certified IT Professional (MCITP) on Windows 7 required
Must meet position and certification requirements outlined in DOD Directive 8570.01-M for Information Assurance Technician Level 2
A combination of additional experience, education, and training may substitute formal education and/or certifications
Background check required
Knowledge, Skills and Abilities
Ability to obtain a top secret clearance.
Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
Ability to manage multiple projects with time related constraints in a fast- paced contract manufacturing environment.
Ability in learning new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast- paced environment.
Familiar with laptop (iOS and Microsoft) initial setup, imaging, cloning, and re-imaging.
Thorough working knowledge of the latest version of Microsoft Windows environment.
Thorough working knowledge of with configuring/set-up of Apple iOS.
Thorough working knowledge of with configuring/set-up of Linux.
Thorough knowledge on PC/client repair and maintenance (hardware/software).
Strong customer service skills, including verbal communication.
Speak effectively before groups of internal and/or external customers or employees.
High level of integrity and accountability.