Help Desk Specialist
- Full-Time
- Natick, MA
- Chenega Corporation
- Posted 3 years ago – Accepting applications
Job Description
Overview: The Helpdesk Specialist will provide end user desktop support services for approved desktop applications.
Responsibilities:
Knowledge, Skills and Abilities
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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.
Knowledge, Skills and Abilities
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.