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Help Desk Technician

3 months ago

Kings Bay, United States Chenega MIOS Full time

**Req ID**: 31459

**Summary**

**Help Desk Technician**

**King’s Bay, GA**

Chenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Technology, Engineering, and Training. Formed in 2017 to serve federal and commercial customers, CABS is 8(a) certified and has grown quickly into a leader in the federal IT and Training environment.

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level

The **Help Desk Technician** will provide support services in IT security and business technologies, in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

**Responsibilities**
- Assist users with completing requirements associated with access requests to IT systems.
- Track and monitor all tickets and calls ensuring all status updates are regularly maintained up to and including closure.
- Perform minor preventative maintenance while troubleshooting (e.g., cleaning IT equipment, routine system health checks).
- Provide Help Desk functions, including providing 1st level/ad hoc assistance for problem resolution/questions and triage and referral and tracking of 2 nd and 3 rd level problems.
- Respond to user requests within two (2) hours from receipt of requests and resolve problems through direct action or through the referral/escalation of problems to appropriate support personnel.
- Assign service calls that cannot be handled in "real-time" to the appropriate support team for resolution and track the calls handed off through to completion in the SPK Help Desk database.
- Provide end-user notification and follow-up to assure the SSP and SPK community that their requests are being handled in a professional and timely manner, including customer callbacks.
- Assist with the creation of a web-based newsletter for the monthly Contracts Data Requirements List (CDRL.)
- Assist users with completing requirements associated with access requests to IT systems.
- Provide immediate, real-time assistance in response to end-user questions and trouble reports.
- Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users and telework personnel.
- Serve as the “point-of-contact” between the end-user community, on-site support personnel, and hardware maintenance vendors.
- Perform installation, testing, sustainment, and removal of all approved software utilized on SWFLANT’s unclassified and classified IT systems by local and Enterprise configuration management.
- Provide support for Video Teleconference (VTC) sessions.
- Support VTC and conference room hardware and software and multimedia systems.
- Publish customer notifications of scheduled or emergent system outages.
- Contribute and maintain web-based self-help/FAQs, based on recurring calls.
- Manage and support mobile SSP/SWFLANT mobile devices.
- Complete annual company and customer training requirements according to established policies and procedures.
- Record labor hours daily in an online corporate system.
- Complete annual company and customer training requirements according to established policies and procedures.
- Record labor hours daily in an online corporate system.
- Travel locally up to 25%.
- Other duties as assigned.

**Qualifications**
- High school diploma or GED equivalent required
- 2+ years of related work experience
- Experience using Windows Deployment Services for client imaging
- Must possess and maintain a valid U.S. driver’s license
- Cyber Security Workforce required security and operating system certification or a government-approved equivalent is required
- Secret clearance is required with the ability to obtain a Top Secret

**Knowledge, Skills and Abilities**:

- Must have the ability to obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Entry/Apprentice, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
- Thorough working knowledge of Microsoft Windows 10 environment.
- Working knowledge of PC/client repair and maintenance (hardware/software).
- Possess excellent organizational skills with the ability to prioritize.
- Ability to effectively communicate in written and verbal English language.
- Possess strong problem-solving skills.
- Ability to self-start and work independently or as a team.
- Possess strong customer service sk