Senior Help Desk Technician

Summary

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.

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

Qualifications
  • 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.
  • #Chenega Applied Solutions, LLC

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