CHENEGAAPPLIED SOLUTIONS
Company Job Title: | Mid-Level Help Desk Technician |
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Clearance: | Background Check |
Location: | Concord, MA |
Reports To: | Program Manager |
FLSA Status: | Non-Exempt, Full Time, Regular |
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Summary:
The Mid-Level Help Desk Technician will field incoming help requests from end usersvia both telephone and e-mail in a courteous manner.
Duties andResponsibilities:
- Build rapport and elicit problem details from help desk customers.
- Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology
- Communicate solutions to end-users.
- Prioritize and schedule problem resolutions.
- Escalate problems (when required) to the appropriate next level.
- Use ticketing system to record, track, and document the Help Desk request
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform remote fixes at the desktop level, including installing and upgrading software.
- Perform preventative maintenance, including checking and cleaning of workstations, PC’s, laptops, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-up to help requests.
- Provide one-on-one end-user problem resolution for approved software.
- Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.
- Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts
- Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.
- Otherduties as assigned
MinimumQualifications: (Toperform this job successfully, an individual must be able to perform eachessential duty satisfactorily.)
- Highschool diploma/GED and 2+ years of relevant experience required
- Experience usingWindows Deployment Services for client imaging.
- CyberSecurity Work Force (CSWF) required
- Operatingsystem certification (Microsoft Certified IT Professional (MCITP) on Windows 7)or Government approved equivalent.
- CompTIASecurity + certified or Government approved equivalent.
- Current/ValidUS Driver’s License.
- Musthave the ability to obtain a Secret clearance.
Knowledge, Skillsand Abilities:
- Must be wellorganized, an effective communicator at multiple levels and able to graspsystem concepts and communicate their applications.
- Ability in learningnew systems and associated software applications for proficient execution oftasks and manage multiple tasks with time-related constraints in a fast-pacedenvironment.
- Thorough workingknowledge of the latest version of Microsoft Windows environment.
- Familiarwith configuring/ set-up of Apple iOS.
- Thoroughknowledge of PC/client repair and maintenance (hardware/software).
- Strongcustomer service skills to include verbal communication.
- Ability to travel
Physical Demands:(The physical demands describedhere are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to performthe essential functions.)
- While performing the duties of thisJob, the employee is regularly required to sit and talk or hear. The employeeis frequently required to walk; use hands to finger, handle, or feel and reachwith hands and arms. The employee is occasionally required to stand; climb orbalance and stoop, kneel, crouch, or crawl. The employee must occasionally liftand/or move up to 25 pounds. Specific vision abilities required by this jobinclude close vision.
Work Environment: (The work environmentcharacteristics described here are representative of those an employeeencounters while performing the essential functions of this job.)
- The employee will normally work ina temperature-controlled office environment, with frequent exposure toelectronic office equipment.
- During visits to areas ofoperations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborneparticles, toxic or caustic chemicals, and loud noise.
ChenegaCorporation and family of companies is an EOE.
Equal OpportunityEmployer/Veterans/Disabled
Nativepreference under PL 93-638.
Weparticipate in the E-Verify Employment Verification Program.