Helpdesk Coordinator

Helpdesk Coordinator

Boston, MAJoin our Talent Network

Chenega Technical Innovations is currently seeking talented individuals to add to our Talent Network.

Helpdesk Coordinator

Summary: The Helpdesk Coordinator is responsible for interacting with various groups during production issues, communicating issues, problem resolution and post-mortems to the affected client base.

Duties and Responsibilities:

Provide low to moderate level of customer service support for office automation applications, personal computers, and printers.

Receive service calls from phone, email, walk in, and internally driven tickets. Log information and assist with tracking and reporting workload.

Support ticket system libraries and summaries.

Documenting timelines during the issues to assist in the Postmortem process.

Log and track calls using problem management database and maintains history records and related problem documentation.

Provide conference calling, fax and E-mail directory support using multiple platforms and applications.

Coordinate IA training as part of on-boarding process, as well as renewals.

Assist in process of Networthiness requests.

Support ticket requests by manning service desk and recording ticket in Remedy.

Maintain web content and prepare and format newsletter articles.

Assist with imaging.

Evaluate and respond to prepared requests for acquisition of LCR to include: computers, printers, laptops, scanners, other hardware and software.

Perform wiping of hard drives and end of life cycle.

Submit change requests through the change management process for approval.

Maintain IT equipment and spare parts inventory.

Assist with asset receiving and tracking.

Contribute to SharePoint library.

Maintain accountability for COMMON USER ENTERPRISE desktop software licenses.

Assist with procurement activities for licensing activities.

Follow all NEC policies, procedures and regulations.

Maintain currency on technology and service capabilities.

Other duties as assigned

Minimum Qualifications:

GED or HS Diploma required.

1-3 years direct relevant experience required.

Preferred IAT-I and Windows 10 certifications

Must have NACI with Tier 3 investigation

Secret Clearance

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