Help Desk Specialist Details

Help Desk Specialist

Chenega Corporation - Natick, MA

Employment Type : Full-Time

Overview: The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.
Responsibilities:

• Receive customer trouble tickets and service requests for desktop support.
• Respond to service requests, enter them into the ticketing system and acknowledge the request to the customer.
• Build new systems using the Army Gold Master (AGM) or the bulk imaging of approved operating systems, baseline software applications, and required security patches
• Install encryption systems used to protect the data of portable systems such as laptops
• Identify and install required drivers.
• Configure authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware according to STIGs for networked devices.
• Analyze customer prepared requests for acquisition and life-cycle replacement.
• Manage (e.g. image, set up, distribute and track) lifecycle/service replacement equipment including desktops, laptops, monitors, docking stations and hot spots for the installation.
• Perform bulk imaging/configuration for 15 or more devices.
• Participate in RMF support.
• Mitigate all systems known to be at risk as determined by the Army Information Assurance Vulnerability Management (IAVM) process.
• Troubleshoot and resolve the service requests.
• Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.
• Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.
• Install, diagnose and correct problems with desktop software including, but is not limited to:
  • Microsoft Office Professional
  • Microsoft Outlook
  • Internet Explorer
  • Google Chrome
  • Adobe Acrobat Professional
  • Tumbleweed Desktop Validator
  • Active Client
• Establish and troubleshoot network file shares, data protection systems and data backup and data transfer techniques.
• Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).
• Troubleshoot and resolve the service requests.
• Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
• Work with System Administrators and Database Administrators to install, configure, troubleshoot and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).
• Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).
• Contribute to SharePoint library.
• Follow all NEC policies, procedures and regulations.
• Maintain currency on technology and service capabilities.
• Assist users with identifying approved devices, reviewing specifications, acquiring and replacing their old devices.
  • Devices to include computers, printers, laptops, scanners and other hardware.
• Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems
• Support Active Directory, and Networks to include:
  • Add systems or users
  • Reset passwords
  • Diagnose login problems
  • Identify the source of a problem as a group policy or network.
• Other duties as assigned

• High school diploma or GED required.
• 2+ years of Service/Helpdesk support or related experience required.
• Possess Baseline and Full Computing Environment certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002. Acceptable certifications include A+ CE, CCNA-Security, Network+ CE, or SSCP.
• Must obtain Windows 10 certification within 90 days of start date.
• Background check required.

• 
  Ability to obtain secret clearance.
• Security+ CE certification preferred.
• Strong communication skills, both written and oral.
• Strong customer service and excellent interpersonal skills.
• Ability to obtain certification requirements
• Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
• Ability to occasionally work after hours and/or on-call support.
• Ability to meet and maintain minimum security clearance requirements.