Senior Helpdesk Technician

Summary

The Senior 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
  • Provide immediate, real-time assistance in response to end-user questions and trouble reports.
  • Provide technical assistance to users in such areas as customizing off-the-shelf software, coordinating the resolution of data communication problems, and relocation of IT equipment.
  • Provide "desk-side" assistance to the SPK end-user community in those situations where a question or problem cannot be adequately answered over the phone.
  • Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
  • Install and configure application software in response to SPK Help Desk requests.
  • 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.
  • Provide support in preparing special application projects to assist the end-users with automating their business processes.
  • Coordinate, set-up, and breakdown adhoc classified and unclassified computing environments to support VIP visitors, inspections, meetings and events.
  • Provide support to SSP and SPK Field Activities, including desktop configuration, remote access connectivity, and remote access administration.
  • Create and design Microsoft web-based online tutorials.
  • Provide one-on-one desk-side training.
  • Create user guides, which are short and simplified instructions on topics, like remote access e-mail from laptops.
  • 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 and routine system health checks).
  • Provide help desk functions, including providing 1st level/ad hoc Assistance for Problem Resolution/Questions, and triage, 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 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.
  • Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.
  • Assist with the creation of web-based newsletter for monthly CDRL.
  • Manage and support mobile SSP/SWFLANT mobile devices.
  • Serve as the "point-of-contact" between the end-user community, on-site support personnel, and hardware maintenance vendors.
  • Other duties as assigned

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

Knowledge, Skills and Abilities
  • Ability to obtain a top secret clearance
  • 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: Intermediate/Journeyman, 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 the 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 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.
  • Ability to travel up to 10% as requested.

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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