Tier 2 Help Desk Analyst

Job Description

Job Description

Overview

Tier 2 Help Desk Analyst

 

Arlington, VA

 

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! 

 

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. SecuriGence is seeking a Tier 2 Help Desk Analyst to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

• 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.
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Provides first-level problem identification, diagnosis, and resolution of problems.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
• Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• May provide leadership to small teams or team members.
• Meticulously record all incident details, including symptoms, error messages, and user information, within a ticketing system for tracking purposes.
• Effectively use internal knowledge bases and documented solutions to resolve known issues quickly.
• Familiar with ticket escalation to Tier 3 support or other specialized teams, providing clear documentation of the issue and troubleshooting steps taken.
• Other duties as assigned.

Qualifications

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

 

Knowledge, Skills and Abilities:

• Understanding of applying basic security principles to the computing environment (CE).
• 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.).
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office, including all aspects of Windows security and Microsoft desktop products.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills and excellent customer service skills are a must.

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-

 

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 -

Glassdoor - -at-Chenega-MIOS- EI_IE369514.11,23.htm

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