Chenega MIOS SBU
Tier 2 Help Desk Analyst
Location: Arlington, VA
Overview Chenega Military, Intelligence & Operations Support (MIOS) delivers essential technology services to support national security missions. As a Tier 2 Help Desk Analyst, you will help maintain and improve IT systems for large‑scale government operations, leveraging cutting‑edge technology to drive mission success.
Responsibilities
Answer calls and provide functional user support, training, and initial diagnostics/troubleshooting for unclassified and classified office information systems.
Support the implementation, troubleshooting, and maintenance of IT systems.
Identify, diagnose, and resolve second‑level problems.
Restore customers to normal IT operations with minimal impact to business activities.
Provide tier 2 support for PC, server, or mainframe applications/hardware.
Collaborate with network services, software engineering, and application development to restore service and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Deliver local and remote technical support on multiple agency networks.
Develop and document process enhancements and assist other departments for continuous improvement.
Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs) and contractual standards.
Contribute to change management, representing customer interests when assessing risk and impact.
May provide leadership to small teams or individual team members.
Perform other duties as assigned.
Qualifications
Bachelor’s degree required; Associate’s degree plus 2+ years of relevant experience may substitute.
5+ years of Information Technology (IT) experience.
DoD IAT Level II Certification required.
DoD Top Secret Clearance required.
Knowledge, Skills, and Abilities
Apply basic security principles to the computing environment.
Troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, iPhones, videoconference systems, and peripherals.
Analyze, diagnose, and recommend solutions for hardware and software issues.
Install, configure, and learn unique applications and programs.
Troubleshoot Microsoft products, including Windows and Office, and all aspects of Windows security.
Install and support workstation hardware and software.
Operate industry‑standard incident ticket tracking systems for inputting tickets and creating work orders.
Exhibit excellent written and verbal communication skills and customer‑service attitude.
Benefits Chenega MIOS offers a broad range of benefits to support the well‑being of its team members.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
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Overview Chenega Military, Intelligence & Operations Support (MIOS) delivers essential technology services to support national security missions. As a Tier 2 Help Desk Analyst, you will help maintain and improve IT systems for large‑scale government operations, leveraging cutting‑edge technology to drive mission success.
Responsibilities
Answer calls and provide functional user support, training, and initial diagnostics/troubleshooting for unclassified and classified office information systems.
Support the implementation, troubleshooting, and maintenance of IT systems.
Identify, diagnose, and resolve second‑level problems.
Restore customers to normal IT operations with minimal impact to business activities.
Provide tier 2 support for PC, server, or mainframe applications/hardware.
Collaborate with network services, software engineering, and application development to restore service and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Deliver local and remote technical support on multiple agency networks.
Develop and document process enhancements and assist other departments for continuous improvement.
Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs) and contractual standards.
Contribute to change management, representing customer interests when assessing risk and impact.
May provide leadership to small teams or individual team members.
Perform other duties as assigned.
Qualifications
Bachelor’s degree required; Associate’s degree plus 2+ years of relevant experience may substitute.
5+ years of Information Technology (IT) experience.
DoD IAT Level II Certification required.
DoD Top Secret Clearance required.
Knowledge, Skills, and Abilities
Apply basic security principles to the computing environment.
Troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, iPhones, videoconference systems, and peripherals.
Analyze, diagnose, and recommend solutions for hardware and software issues.
Install, configure, and learn unique applications and programs.
Troubleshoot Microsoft products, including Windows and Office, and all aspects of Windows security.
Install and support workstation hardware and software.
Operate industry‑standard incident ticket tracking systems for inputting tickets and creating work orders.
Exhibit excellent written and verbal communication skills and customer‑service attitude.
Benefits Chenega MIOS offers a broad range of benefits to support the well‑being of its team members.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
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