Senior Help Desk Technician

Chenega Corporation - Saint Marys, GA

Full-time - Mid Level

Remote - Saint Marys, GA

Administrative and Support Services

About the position

The Senior Help Desk Technician at Chenega Corporation is responsible for providing IT support services, particularly in security and business technologies, to enhance the operational efficiency of the Strategic Systems Programs (SSP) at the Strategic Weapons Facility Atlantic (SWFLANT). This role involves direct interaction with end-users, troubleshooting technical issues, and ensuring effective communication between users and support teams. The position emphasizes professional development and offers opportunities for growth within a supportive corporate culture.

Responsibilities

• Provide immediate, real-time assistance in response to end-user questions and trouble reports.
• Provide technical assistance to users in areas like customizing off-the-shelf software and coordinating the resolution of data communication problems.
• Provide desk-side assistance to the SPK end-user community for issues that cannot be resolved over the phone.
• Troubleshoot and support Virtual Private Network (VPN) and Secure ID Token support for remote users.
• Install and configure application software in response to SPK Help Desk requests.
• Provide one-on-one new-user orientation and training for end-users on desktop application functions.
• Assist in preparing special application projects to automate business processes for end-users.
• Coordinate, set up, and break down ad hoc classified and unclassified computing environments for VIP visitors and events.
• Provide support to SSP and SPK field activities, including desktop configuration and remote access administration.
• Create and design Microsoft web-based online tutorials and user guides.
• Answer the SPK help desk phone and monitor incoming support requests.
• Assist users with access requests to IT systems and track all tickets and calls.
• Monitor voicemail for calls received outside normal hours and add requests to the Help Desk database.
• Perform minor preventative maintenance while troubleshooting IT equipment.
• Provide help desk functions, including triage and tracking of 2nd and 3rd-level problems.
• Respond to user requests within two hours and resolve problems or escalate as necessary.
• Assign service calls to appropriate support teams and track their resolution.
• Provide end-user notification and follow-up to ensure requests are handled professionally and timely.
• Provide monthly and instant database reporting to support management assessments.
• Assist with the creation of a web-based newsletter for monthly CDRL.
• Manage and support mobile SSP/SWFLANT mobile devices.
• Serve as the point of contact between end-users, on-site support personnel, and hardware maintenance vendors.
• Complete annual company and customer training requirements.
• Record labor hours daily.
• Travel up to 10% as requested.

Requirements

• High school diploma or GED equivalent required.
• 3+ years of related work experience.
• Cyber Security Workforce security and operating system certification or government-approved equivalent required at the time of hire.
• Must possess and maintain a valid U.S. driver's license.
• Security + Certification is required.
• Thorough working knowledge of Microsoft Windows 10/11 environment.
• Experience using Windows Deployment Services for client imaging.
• Working knowledge of PC/client repair and maintenance (hardware/software).
• Excellent organizational skills with the ability to prioritize tasks.
• Strong problem-solving and customer service skills.
• Ability to learn new systems and manage multiple tasks in a fast-paced environment.
• Effective communication skills in written and verbal English.

Nice-to-haves

• Ability to obtain certification requirements for Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Intermediate/Journeyman.
• Ability to self-start and work independently or as a team.
• Ability to maintain secret clearance throughout the life cycle of the contract.

Benefits

• Professional development opportunities.
• Well-being programs to maintain a healthy work-life balance.
• Supportive corporate culture that encourages individual recognition and flexibility.