Mid-Level Help Desk Technician



Company Job Title: Mid-Level Help Desk Technician

Clearance: Background Check

Location: Macon, GA

Reports To: Program Manager

FLSA Status: Exempt, Full Time, Regular


The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Duties and Responsibilities:
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.
  • Communicate solutions to end-users.
  • Prioritize and schedule problem resolutions.
  • Escalate problems when required, to the appropriate next level.
  • Use ticketing system to record, track, and document the Help Desk request.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software.
  • Perform preventative maintenance, including checking and cleaning of workstations, PC's, laptops, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-up to help requests.
  • Provide one-on-one end-user problem resolution for approved software.
  • Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.
  • Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts.
  • Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.
  • 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 and 2 years of relevant experience
  • Experience using Windows Deployment Services for client imaging
  • Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent
  • A combination of additional experience, education, and training may be used in lieu of certification
  • CompTIA Security certified or government approved equivalent
  • Current, valid US driver's license
  • Background check required

Knowledge, Skills and Abilities:
  • Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.
  • 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.
  • Thorough working knowledge of the latest version of Microsoft Windows environment.
  • Familiar with configuring/set-up of Apple iOS.
  • Thorough knowledge of PC/client repair and maintenance (hardware/software).
  • Strong customer service skills, including verbal communication.
  • Ability to travel.
  • Must have the ability to obtain a Secret clearance.

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-Georgia-Macon

Organization: Chenega Systems, LLC
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Non-Exempt
Recruiter: Nicolas Otth
Req ID: 2000003337

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