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Technical Support Specialist
2 months ago
Position Summary:
Technical Support Specialist
Company Overview:
Chenega Corporation is dedicated to providing innovative solutions in the fields of Cybersecurity and Data Visualization. Our team comprises experts with extensive experience in the federal sector and data visualization technologies.
Role Overview:
The Technical Support Specialist will address incoming service inquiries from users, which may be submitted through various channels, and resolve issues efficiently and professionally.
Key Responsibilities:
1. Configure IT equipment, including laptops, video conferencing systems, and multifunction devices.
2. Respond to user inquiries via phone and email with professionalism.
3. Establish rapport and gather detailed information from users seeking assistance.
4. Identify, troubleshoot, and resolve basic technical issues related to software, hardware, and network connectivity, providing clear solutions to users.
5. Prioritize and manage the resolution of technical issues.
6. Escalate complex problems to higher-level support when necessary.
7. Utilize a ticketing system to log, monitor, and document support requests.
8. Employ diagnostic tools to assist in troubleshooting.
9. Access online resources for software updates, drivers, and FAQs to facilitate problem-solving.
10. Familiarize oneself with the software and hardware supported by the organization.
11. Conduct remote troubleshooting, including software installation and upgrades.
12. Perform routine maintenance on workstations and peripherals.
13. Verify that issues have been resolved satisfactorily.
14. Follow up with users post-resolution to ensure continued satisfaction.
15. Assist with the setup and configuration of user hardware and software.
16. Support various peripherals, including printers and scanners.
17. Manage user accounts and permissions for proprietary applications.
18. Assist in the installation of local area network components.
19. Maintain inventory control and monitor warranty and support service programs to ensure optimal system performance.
Qualifications:
1. High school diploma or equivalent with a minimum of 2 years of relevant experience.
2. Familiarity with Windows Deployment Services for client imaging.
3. Relevant certifications such as Cyber Security Work Force (CSWF) or Microsoft Certified IT Professional (MCITP) preferred.
4. Experience with Linux systems is a plus.
5. CompTIA Security+ certification or equivalent is required.
6. Must meet certification requirements as outlined in relevant directives.
7. A valid driver's license is necessary.
8. Security clearance may be required.
Skills and Competencies:
1. Proficient in Microsoft Excel and Word.
2. Detail-oriented with the ability to manage multiple tasks in a dynamic environment.
3. Strong communication skills, both verbal and written, with a focus on customer service.
4. Understanding of inventory management principles.
5. Ability to work independently and collaboratively within a team.
6. Willingness to work extended hours or weekends as needed.
Professional Development:
At Chenega Corporation, we prioritize the growth of our team members at all career stages. We provide various opportunities for skill enhancement and hands-on experience in a fast-paced business environment.
From practical learning experiences to structured development programs, our professionals can continuously advance their careers.
Company Culture:
Chenega Corporation fosters a positive and inclusive work environment that encourages team members to excel. We recognize individual contributions and offer flexibility to support well-being and work-life balance.
Our commitment to corporate citizenship drives us to make a meaningful impact in our communities through education, volunteerism, and leadership initiatives.
