Senior Help Desk Technician

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Description

CHENEGA CORPORATION

Company Job Title: Senior Help Desk Technician

Clearance: Background Check

Location: Boston, MA

Reports To: Program Manager

FLSA Status: Exempt, Full Time, Regular

Summary:
  • The Senior Help Desk Technician will provide expert advice and support services in IT business technologies and system lifecycle and sustainment management. The Sr. Help Desk Technician is a working manager responsible for managing a team of Help Desk and service delivery professionals.

Duties and Responsibilities:
  • Manage Help Desk operations and resolve support requests ("tickets") on supported systems, applications and services to include asset lifecycle management.
  • Identify, diagnose, and resolve problems for users on software and hardware, LAN/WAN, VPN, Internet and new computer technologies.
  • Work with appropriate support teams to identify software and hardware problems affecting workstations, applications and network and security services.
  • Manage end-user equipment; including, but not limited to, scheduling maintenance, replacement hardware installation and upgrades.
  • Maintain a high level of customer satisfaction and respond with the appropriate level of urgency to user problems.
  • Manage all aspects of Help Desk support services. This includes, but is not limited to, ensuring the following actions are completed:
  • Fielding incoming help requests from end users via telephone, e-mail, messaging platforms (e.g. Matter Most, Slack) and designated incident management support systems (e.g. GitLab, ServiceNow) in a courteous manner.
  • Documenting, tracking and monitoring problems to ensure effective escalation and timely resolution.
  • Supporting software/hardware on peripheral network equipment and services such as: scanners, copiers, printers, monitors, multi-media conferencing, etc.
  • As a member of the service delivery team, mentor and train supporting staff on customer support service workflows and escalations for Customer Success.
  • Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • High School Diploma/GED required
  • Bachelor's degree preferred
  • 5 years of relevant information systems management and service delivery experience
  • Mac systems and sustainment experience is a plus
  • A combination of additional experience, education, and training may be used in lieu of formal education and/or certifications.
  • Must have the ability to obtain a Secret clearance)

Knowledge, Skills and Abilities:
  • Ability to obtain and maintain Secret clearance
  • Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.
  • Ability to manage incidents and customer support expectations through resolution.
  • Must be capable of quickly learning new systems and associated software applications for proficient execution and reporting of tasks.
  • Ability to manage multiple tasks and projects with time-sensitive constraints in a fast-paced service and fulfillment environment.
  • Speak effectively before groups of internal/external customers or employees.
  • High level of integrity and accountability
  • Ability to manage assets and inventories to ensure high accountability and resource utilization
  • Ability to travel.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-Massachusetts-Boston

Organization: Chenega Applied Solutions
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Exempt
Recruiter: Melody Parsons
Req ID: 2000002975

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