Sr. Help Desk Technician

Sr. Help Desk Technician

Warner Robins, GAJoin our Talent Network
  • TheSr. Help Desk Technician will provide expert advice and support services in IT business technologies and system lifecycle and sustainment management. TheSr. 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.

Our EEO Policy

The Chenega Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on basis of disability. The Corporation's Affirmative Action Plans are available for review by employees and job seekers by contacting the EEO/AA Officer to schedule an appointment during business hours. Equal Opportunity Employer/Veterans/Disabled. Native Preference under PL 93-638. Drug-free workplace. We participate in the E-Verify Employment Verification Program. Read Chenega Corporation's Equal Opportunity Statement.

EEO is the law: self print_poster.pdf

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Persons with Disabilities

If you are a person with a disability requiring special accommodations or assistance to apply for a job please contact or call (907) 771-5011.

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