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