Tier 1 Help Desk Analyst

Chenega Corporation; Arlington (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company where you can enhance your skills and build your career as a Tier 1 Help Desk Analyst. This role involves providing essential support for IT systems, troubleshooting user issues, and ensuring smooth operations for a variety of technologies. You will be part of a dedicated team that values integrity and exceptional performance, contributing to mission-critical services in a dynamic environment. If you are passionate about technology and eager to make a difference in national security, this opportunity is perfect for you.

Qualifications

• Requires an Associate's degree or 2+ years of relevant experience.
• DoD IAT Level II Certification and Secret Clearance required.

Responsibilities

• Provide tier 1 support for IT systems and user issues.
• Diagnose and resolve hardware and software problems.
• Maintain compliance with Service Level Objectives.

Skills

Troubleshooting hardware and software

Customer service skills

Understanding of security principles

Microsoft products troubleshooting

Incident Ticket Tracking systems

Installation and configuration

Excellent communication skills

Education

Associate's degree

2+ years relevant experience

Tools

Desktop computers

Print servers and peripherals

Video teleconference systems

Job description

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you seeking 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!

SecuriGence is a wholly owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. SecuriGence, headquartered in Leesburg, VA, provides mission-critical services in Cybersecurity, Systems Engineering and Integration, IT Operations Support, Software Development, and Program Management.

Job Title: Tier 1 Help Desk Analyst
Location: Arlington, VA
Clearance Level: Secret Clearance. Top Secret Preferred.

Summary

We deliver essential technology services to our customers in support of their missions to sustain the national security and provide services to our nation. SecuriGence is seeking a Tier 1 Help Desk Analyst to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

1. Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems.
2. Provides support for implementation, troubleshooting, and maintenance of IT systems.
3. Provides first-level problem identification, diagnosis, and resolution of problems.
4. Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
5. Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
6. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
7. Simulates or recreates user problems to resolve operating difficulties.
8. Recommends systems modifications to reduce user problems.
9. Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
10. Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
11. Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards.
12. Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
13. May provide leadership to small teams or team members.

Skills and Experience

1. Understanding of applying basic security principles to the computing environment (CE).
2. Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
3. Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
4. Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
5. Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products.
6. Experience installing and supporting workstation hardware and software.
7. Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
8. Excellent written and verbal communication skills and excellent customer service skills are a must.

Qualifications

1. Associate's degree. Can be substituted with 2+ years of relevant experience.
2. Three years relevant experience.
3. DoD IAT Level II Certification is required.
4. DoD Secret Clearance is required. Top Secret with SCI eligibility preferred.

Click on the blue button on the upper right-hand corner to join our Talent Network. Please contact me directly for immediate assistance.

Matthew J. Keller
Vice President of Talent Acquisition
Chenega Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit
[e-mail]

Our EEO Policy

The Chenega Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on basis of disability. The Corporation's Affirmative Action Plans are available for review by employees and job seekers by contacting the EEO/AA Officer to schedule an appointment during business hours. Equal Opportunity Employer/Veterans/Disabled. Native Preference under PL 93-638. Drug-free workplace. We participate in the E-Verify Employment Verification Program. Read Chenega Corporation's Equal Opportunity Statement.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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