IT Helpdesk Technician II – Service Center

Chenega MIOS SBU; Washington (District of Columbia); On-site; USD 22,000 - 36,000; Full time

Job summary

Chenega MIOS is seeking an IT Helpdesk Technician II - Service Center to provide in-person desktop support for users at FCC HQ and GB campuses in Washington, DC. You will handle Tier II troubleshooting and workstation setup, delivering responsive service to mission-critical users.

This role requires strong customer service and communication skills, the ability to manage multiple tickets, and proficiency with Microsoft Office apps.

Qualifications

• Bachelor’s degree in Information Technology or related coursework/experience.
• HS diploma with 4+ years relevant experience; education may substitute for experience.
• U.S. citizenship and ability to obtain Public Trust Clearance.

Responsibilities

• Respond to end-user tickets for hardware, software, and network issues.
• Write clear email correspondence with users to relay information or instructions.
• Track and resolve issues using ticketing systems.
• Provide VIP support and maintain documentation.
• Answering and managing incoming calls routed through the system.
• Monitor SLA compliance for assigned tickets.
• Other duties as assigned.

Skills

Desktop support

Ticketing systems

Customer service

Communication

VIP support

Education

Bachelor’s degree in IT

HS diploma + 4+ years experience

Tools

Windows OS

Office 365

Job description

IT Helpdesk Technician II - Service Center

Washington, DC

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 Agile Real-Time Solutions (CARS) is seeking an IT Helpdesk Technician II - Service Center to provide in-person desktop support for users located at FCC HQ and GB campuses. This role supports Tier II technical troubleshooting and workstation setup.

Responsibilities

• Respond to end-user tickets for hardware, software, and network issues.
• Write clear and straightforward email correspondence with users to relay pertinent information or instructions.
• Track and resolve issues using ticketing systems.
• Provide VIP support as needed and maintain documentation.
• Answering and managing incoming calls routed through automated call distribution system
• Monitor SLA compliance for assigned tickets.
• Other duties as assigned.

Qualifications

• Bachelor’s degree with a background in Information Technology (through coursework or extracurricular experience); OR
• High school diploma or GED and a minimum of 4+ years of relevant experience (post-secondary education may be substituted for experience on a year-for-year basis).
• Must be a U.S. citizen and able to obtain Public Trust Clearance
• Successfully pass background and drug screening

Preferred Qualifications

• Active CompTIA A+ certification (preferred)

Knowledge, Skills And Abilities

• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment
• Able to remain composed and professional while speaking to customers
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

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.

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.

Estimated Salary/Wage

Up to USD $26.44/Hr.