Helpdesk Technician

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Summary

The Help Desk Technician will provide support services in IT security and business technologies, in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

Responsibilities
  • Answer the SPK Help Desk phone and monitor incoming e-mail and web based support requests.
  • Assist users with completing requirements associated with access requests to IT systems.
  • Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and including closure.
  • Monitor voicemail for calls received outside normal hours of operation, adding any request to the SPK Help Desk Call Tracking Database system.
  • Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks).
  • Provide Help Desk functions, including providing 1st level/ad hoc Assistance for Problem Resolution/Questions and triage and referral and tracking of 2 nd and 3 rd level problems.
  • Respond to user requests within two (2) hours from receipt of requests and resolve problem through direct action or through the referral/escalation of problem to appropriate support personnel.
  • Assign service calls that cannot be handled in "real-time" to the appropriate support team for resolution and track the calls handed off through to completion in the SPK Help Desk database.
  • Provide end-user notification and follow-up to assure the SSP and SPK community that its requests are being handled in a professional and timely manner, including customer callbacks.
  • Assist with the creation of web-based newsletter for monthly CDRL.
  • Assist users with completing requirements associated with access requests to IT systems.
  • Provide immediate, real-time assistance in response to end-user questions and trouble reports.
  • Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
  • Serve as the "point-of-contact" between the end-user community, on-site support personnel, and hardware maintenance vendors.
  • Perform installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems in accordance with local and Enterprise configuration management.
  • Provide support for VTC sessions.
  • Provide "one-on-one" new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT's approved application portfolio.
  • Support VTC and conference room hardware and software and multimedia systems.
  • Publish customer notifications of scheduled or emergent system outages.
  • Contribute and maintain web-based self-help/FAQs, based on recurring calls.
  • Manage and support mobile SSP/SWFLANT mobile devices.
  • Other duties as assigned

Qualifications
  • High school diploma or GED required.
  • 2+ years of related work experience.
  • Cyber Security Workforce required security and operating system certification or government approved equivalent must be obtained within 6 months of contract award date for existing personnel or 6 months from hire date for new personnel.
  • Experience using Windows Deployment Services for client imaging.
  • Must possess and maintain a valid U.S. driver's license.
  • Secret clearance required with the ability to obtain a Top Secret.

Knowledge, Skills and Abilities
  • Must have the ability to obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Entry/Apprentice, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
  • Thorough working knowledge of Microsoft Windows 10 environment.
  • Working knowledge of PC/client repair and maintenance (hardware/software).
  • Possess excellent organizational skills with the ability to prioritize.
  • Ability to effectively communicate in written and verbal English language.
  • Possess strong problem-solving skills.
  • Ability to self-start and work independently or as a team.
  • Possess strong customer service skills.
  • Ability in learning new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast-paced environment.

Executive Order 13495, The Non Displacement of Qualified Workers Under Service Contracts provide first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.

#Chenega Analytic Business Solutions, LLC

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