Helpdesk Technician

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Summary

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

Responsibilities
  • Responsible for initial setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, and multifunction machines, etc.
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN, WAN, VPN, the internet, and new computer technology, communicating solutions to end-users.
  • Prioritize and schedule problem resolutions.
  • Escalate problems when required to the appropriate next level.
  • Use ticketing system to record, track, and document Help Desk requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources on the internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software.
  • Perform preventative maintenance, including checking and cleaning of workstations, pc's, laptops, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-up to help requests.
  • Provide one-on-one end-user problem resolution for approved software.
  • Receive, deliver, tag, set up, and assist with the configuration of end-user hardware, software, and peripherals.
  • Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
  • Assign username, password, and access right permissions for multiple proprietary applications as well as client software.
  • Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
  • Manage effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability.
  • Other duties as assigned

Qualifications
  • High school diploma or GED and 2+ years of related experience
  • Experience using Windows Deployment Services for client imaging
  • Cyber Security Work Force (CSWF) operating system certification, Microsoft Certified IT Professional (MCITP) on Windows 7, or government approved equivalent required
  • Linux configuration and management experience
  • CompTIA Security+ certified or government approved equivalent
  • Must meet position and certification requirements outlined in DOD Directive 8570.01-M for Information Assurance Technician Level 1
  • Current/valid US driver's license required
  • Secret clearance is required

Knowledge, Skills and Abilities
  • Windows 10 experience is preferred.
  • DOD and/or U.S. Air Force experience preferred.
  • Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
  • Ability to learn 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 configuration and setup of Apple iOS.
  • Thorough working knowledge of configuration and setup of Linux.
  • Thorough knowledge of PC/client repair and maintenance (hardware/software).
  • Strong customer service skills, including verbal communication.

#Chenega Applied Solutions, LLC

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