Junior Help Desk Technician

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Summary

The Junior-Level Help Desk Technician will respond to incoming help and service requests from customer end-users which may be submitted in-person or via telephone, e-mail and Matter Most and resolve issues in a timely and courteous manner.

Responsibilities
  • Fields incoming service requests from end users and follows up and escalates as necessary to understand the request as well as the necessary actions to resolve.
  • As a member of Chenega's Customer Service Team, provides information and support across the critical support services at the Kessel Run Experimentation Lab (KREL).
  • Builds rapport with customers and delivers timely and effective remedies.
  • Identifies, diagnoses, and resolves user issues across software, hardware, LAN, VPN, Internet access and applications and communicates valued solutions.
  • Prioritizes and schedules incidents and escalates as necessary to the appropriate next level to until resolution.
  • Uses ticketing system to record, track, document and communicate status of the incident or Service Request.
  • Accesses software and manufacture updates, knowledge bases, and Frequently Asked Questions resources to aid in problem resolution.
  • Learns appropriate software and hardware and the support protocols required by the organization.
  • Performs preventative maintenance and upgrades for user workstations, laptops, printers and peripherals and accesses Tier-II support for repairs.
  • Receives, inventories, tags, and readies for re-issue end-user hardware, software and peripherals equipment.
  • Helps to install necessary LAN cabling and supplemental power cords to support workstation requirements.
  • Manage effective inventory control of property and monitors system warrantees and support service programs to ensure maximum system uptime and availability.
  • Supports tasks and priorities assigned by the Program Manager.
  • Other duties as assigned

Qualifications
  • High school diploma/GED required
  • 1year of relevant experience required
  • CompTIA Security+ or government-approved equivalent certification in addition to Microsoft Certified IT Professional (MCITP) on Windows 7 is required
  • A combination of additional experience, education, and training may be used in lieu of formal education and/or certifications Background check required

Secret clearance is required

#Chenega Applied Solutions, LLC

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