Helpdesk Specialist

Helpdesk Specialist

Boston, MA Join our Talent Network

Chenega Technical Innovations is currently seeking talented individuals to add to our Talent Network.

Position: Helpdesk Specialist

Summary: The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.

Duties and 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 such as laptops
  • Identify and install required drivers.
  • Configure authorized end user and network devices to include 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.
  • 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 to 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 to include:
  • Add systems or users
  • Reset passwords
  • Diagnose login problems
  • Identify the source of a problem as a group policy or network.

Minimum Qualifications:
  • High School diploma/GED required
  • Minimum 2 years' of Service/Helpdesk Support or related experience required
  • Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002. Acceptable certifications include A+ CE, CCNA-Security, Network+ CE, or SSCP.
  • Must obtain Windows 10 certification within 90 days of start date.
  • Background check with the ability to obtain Secret Clearance

Chenega Corporation and family of companies is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

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