Senior Help Desk Technician



Company Job Title: Sr. Help Desk Technician

Clearance: Background Check

Location: Warner Robins, GA

Reports To: Program Manager

FLSA Status: Exempt, Full Time, Regular


The Sr. Help Desk Technician will provide expert advice and support services in IT business technologies. The Sr. Help Desk Technician is a working manager responsible for managing a team of Help Desk IT professionals.

Duties and Responsibilities:
  • Manage and track help desk calls pertaining to application, networking, and system problems and issues.
  • Identify, diagnose, and resolve problems for users on software and hardware, LAN and WAN, VPN, the Internet and new computer technology.
  • Correct application issues solve network and security problems and identify common PC software and hardware problems.
  • Manage end-user equipment; including, but not limited to, scheduling replacement hardware installation and hardware upgrades.
  • Maintain a high level of customer satisfaction and respond with the appropriate level of urgency to user problems.
  • Manage all aspect 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 both telephone and e-mail in a courteous manner.
  • Documenting, tracking and monitoring problems to ensure timely resolution.
  • Assignment of user-name, password and access right permissions for multiple proprietary applications, as well as client software.
  • Supporting software/hardware on peripheral network equipment such as, scanners, copiers, printers, monitors, etc.
  • Manage limited number of supporting staff; Mentor and train other technicians on more complex and/or critical procedures and items.
  • 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 experience required
  • CompTIA Security or government approved equivalent certification in addition to Microsoft Certified IT Professional (MCITP) on Windows 7 are required.
  • Windows 10 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.
  • Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
  • Ability to manage multiple projects with time related constraints in a fast-paced contract manufacturing environment.
  • Speak effectively before groups of internal and/or external customers or employees.
  • High level of integrity and accountability
  • 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 is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and 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-Warner Robins

Organization: Chenega Applied Solutions
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Exempt
Recruiter: Nicolas Otth
Req ID: 2000003359

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