Chenega Corporation
Summary
Tier 2 Help Desk Analyst – Arlington, VA
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large‑scale government operations by leveraging cutting‑edge technology and take your career to the next level.
We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a
Tier 2 Help Desk Analyst
to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.
Responsibilities
Answer calls, execute request fulfillment actions, provide functional user support, train users, perform initial diagnostics/troubleshooting, manage accounts and password services, diagnose and resolve issues on unclassified and classified office information systems.
Provide support for implementation, troubleshooting and maintenance of IT systems.
Provide second‑level problem identification, diagnosis and resolution of problems.
Maintain and return customers to normal IT operations with the smallest possible impact on business activity of end users.
Provide tier 2 support to end users for PC, server or mainframe applications or hardware.
Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Provide local and remote technical support services for end‑user support on multiple networks within the agency.
Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives in accordance with contractual standards.
Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
May provide leadership to small teams or team members.
Other duties as assigned.
Qualifications
Bachelor's degree. Can be substituted for an Associate's degree with 2+ years of relevant experience.
5+ years of Information Technology (IT) experience.
DoD IAT Level II Certification is required.
DoD Top Secret Clearance is required.
Knowledge, Skills, and Abilities
Understanding of basic security principles in the computing environment.
Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, iPhones, desktop video/teleconference systems and peripherals.
Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
Demonstrated ability with installation, configuration, and learning unique applications and programs.
Ability to troubleshoot Microsoft products including Windows and Office and all aspects of Windows security and Microsoft desktop products.
Experience installing and supporting workstation hardware and software.
Knowledge of industry‑standard incident ticket tracking systems.
Excellent written and verbal communication skills and excellent customer service skills.
Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.
#J-18808-Ljbffr
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large‑scale government operations by leveraging cutting‑edge technology and take your career to the next level.
We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a
Tier 2 Help Desk Analyst
to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.
Responsibilities
Answer calls, execute request fulfillment actions, provide functional user support, train users, perform initial diagnostics/troubleshooting, manage accounts and password services, diagnose and resolve issues on unclassified and classified office information systems.
Provide support for implementation, troubleshooting and maintenance of IT systems.
Provide second‑level problem identification, diagnosis and resolution of problems.
Maintain and return customers to normal IT operations with the smallest possible impact on business activity of end users.
Provide tier 2 support to end users for PC, server or mainframe applications or hardware.
Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Provide local and remote technical support services for end‑user support on multiple networks within the agency.
Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives in accordance with contractual standards.
Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
May provide leadership to small teams or team members.
Other duties as assigned.
Qualifications
Bachelor's degree. Can be substituted for an Associate's degree with 2+ years of relevant experience.
5+ years of Information Technology (IT) experience.
DoD IAT Level II Certification is required.
DoD Top Secret Clearance is required.
Knowledge, Skills, and Abilities
Understanding of basic security principles in the computing environment.
Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, iPhones, desktop video/teleconference systems and peripherals.
Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
Demonstrated ability with installation, configuration, and learning unique applications and programs.
Ability to troubleshoot Microsoft products including Windows and Office and all aspects of Windows security and Microsoft desktop products.
Experience installing and supporting workstation hardware and software.
Knowledge of industry‑standard incident ticket tracking systems.
Excellent written and verbal communication skills and excellent customer service skills.
Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.
#J-18808-Ljbffr