Helpdesk Specialist

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Summary

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

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, like laptops.
  • Identify and install required drivers.
  • Configure authorized end user and network devices, including 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.
  • Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
  • Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
  • 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 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, including:
  • Add systems or users
  • Reset passwords
  • Diagnose login problems
  • Identify the source of a problem as a group policy or network
  • Other duties as assigned

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

Knowledge, Skills and Abilities
  • Security+ CE certification preferred.
  • Strong communication skills, both written and oral.
  • Strong customer service and excellent interpersonal skills.
  • Ability to obtain certification requirements
  • Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
  • Ability to occasionally work after hours and/or as on-call support.
  • Ability to meet and maintain minimum security clearance requirements.
  • Required to adhere to Chenega Corporation mandate that all employees must be fully vaccinated to COVID-19 by December 8, 2021.

#Urgent

#Chenega Technical Innovations, LLC

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