Help Desk Technician

Socket.dev; Riverside (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Chenega MIOS seeks a Help Desk Technician to support the Air Force Research Laboratory at Wright-Patterson AFB, OH. The role involves desktop and end-user support, account management, and resolving technical issues for a large user base.

You will document procedures, assist with password resets, and ensure high-quality customer service while maintaining security compliance. Travel up to 10% is required.

Qualifications

• Provide desktop and end-user support to a large user base.
• Assist with account creation and password resets.
• Work in a fast-paced environment supporting AFRL systems.
• Communicate effectively with users and team members.

Responsibilities

• Support desktop and end-user services.
• Create and manage user accounts for ~2,200 users.
• Troubleshoot network and system issues to determine root causes.
• Document policies, processes, and procedures within IT management framework.
• Log and track support tickets and escalate to ensure timely resolution.
• Follow up with users to ensure issues are resolved.
• Travel up to 10%.

Skills

Desktop support

End user support

Account management

Customer service

Written and verbal communication

Time management

Leadership potential

Education

High school diploma or GED

Tools

Active Directory

Job description

Overview

Help Desk Technician

Wright-Patterson AFB, OH

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!

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.

The Help Desk Technician will provide support services in a crucial role in maintaining and troubleshooting a diverse range of legacy and current IT systems for the Air Force Research Laboratory (AFRL) at Wright-Patterson AFB, Ohio.

Responsibilities

• Support various areas, including desktop support, end user support, and account management.
• Create user accounts with local and geographically distributed workforce - approximately 2,200 active users.
• Process documentation and assist with establishing initial information system accounts.
• Assist users in resetting or updating their passwords or other authentication credentials.
• Provide timely and effective technical support to end-users via phone, email, or chat.
• Assist with the user-facing services of customer systems.
• Send information to user distribution lists to notify the workforce of capability enhancements and outage events.
• Perform network and system troubleshooting to determine root causes of any user issues or problems.
• Compose and maintain Policies, Processes, and Procedures within the organization's Strategic IT Management framework.
• Log and track support requests using the organization's ticketing system, prioritizing and escalating tickets as necessary to ensure timely resolution of issues.
• Follow up with users to ensure their technical problems are fully resolved.
• Complete annual company and customer training requirements according to established policies and procedures, as required.
• Record labor hours daily in an online corporate system.
• Travel up to 10%.
• Other duties as assigned

Qualifications

• High school diploma or GED equivalent required.
• Current CompTIA Security + OR ability to obtain DoD 8570 IAT II baseline certification within six months of hire.
• 2+ years of related work experience.
• Must be a U.S. Citizen.
• Must possess and maintain a valid U.S. driver’s license.
• Secret clearance w/ ability to obtain TS/SCI is required.
• Successfully pass background and drug screening

Knowledge, Skills and Abilities:

• Must maintain a professional manner, have proper telephone, and email etiquette, customer service techniques, and organizational skills.
• Must have strong written and oral communication skills to include ability to read, write, speak, and understand the English language.
• Ability to perform in a leadership capacity and be capable of directing contractor personnel and interfacing with the Government and customers.
• Must have working knowledge with Microsoft Active Directory account management and security groups.
• Must have exceptional customer service skills.
• Possess strong time-management and prioritization skills.
• Ability to communicate applicable technical subject matter expertise to management and others.
• Possess excellent organizational skills with the ability to prioritize.
• Possess strong problem-solving skills.
• Ability to self-start and work independently or as a team.
• Ability to learn new systems and associated software applications for proficient execution of tasks and managing multiple tasks with time-related constraints in a fast-paced environment.
• Ability to travel up to 10%.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News-https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site -www.chenegamios.com

Glassdoor -https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn -https://www.linkedin.com/company/1472684/

Facebook -https://www.facebook.com/chenegamios/

#Chenega Analytic Business Solutions, LLC