Help Desk Support Services Specialist - Lead

Summary Help Desk Support Services Specialist - Lead Natick, MA 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!    For nearly a decade, Chenega Technical Innovations (CTI) has been an industry leader in the federal small business marketplace, providing agencies and commercial customers tomorrow’s solutions in Integration and IT. Today, CTI possesses hundreds of employees and dozens of operations, integrating federal and DoD programs and capabilities around the world. United States Army - Natick Soldier Systems Center (NSSC) - Network Enterprise Center-Natick (NEC-N) located in Natick, Massachusetts, has a requirement for Information Technology (IT) services to support NSSC customers. NSSC is the Army’s one-stop Soldier support center and is responsible for researching, developing, fielding, and managing food, clothing, shelters, airdrop systems and other soldier support items. On these networks, the NSSC Science and Technology community utilizes non-standard software and hardware that is not usually found on standard Army operational networks. The Help Desk Support Services Specialist - Lead will provide end-user desktop support services for approved desktop applications and Host Based Security System Services for Natick Soldier Systems Center. Responsibilities Work you’ll do   As a Help Desk Support Services Specialist - Lead within our Natick team, you will:  Receive customer trouble tickets and service requests for desktop support. Respond to service requests, enter them into the ticketing system, and acknowledge therequest to the customer. Support desktop operating systems like Microsoft Windows 10 and desktop software including, but not limited to Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Google Chrome, and Adobe Acrobat Professional by diagnosing and correcting problems. Manage the ticketing system, by ensuring that tickets have been assigned, and staff coverage is available. Diagnose and correct problems with hardware, like personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals including the ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware. Troubleshoot and resolve service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead. Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging. Coordinate problem resolution with other groups and outside organizations including, other support contractors and hardware and software vendors. Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems; 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; and identify and install required drivers. Manage Active Directory, and Networks, including adding systems or users, resetting passwords, diagnosing login problems and identifying the source of a problem as a group policy or network. 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 not limited to Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Tumbleweed Desktop Validator, and Active Client. Ensure systems are configured by DoD-published Security and Technical Information Guides (STIGs). 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). Respond and support HBSS, ACAS, SIPRNET, and VTC services as required. Coordinate with Information Assurance functional leads in support of HBSS services. Contribute to SharePoint library. Follow all NEC policies, procedures, and regulations. Support the creation of SharePoint accounts. Provide oversight/training of junior staff as required. Serve as alternate Helpdesk Manager. Other duties as assigned. Qualifications Bachelor’s degree in a related field High school diploma or GED and 4+ years of additional experience may be used instead of a degree Possess Baseline and Full Computing Environment Certifications for IAT-II IAW DoD 8570.01-M and BBP 05-PR-M-0002 Security+ certification preferred Cisco and Windows Server certification preferred Secret clearance is required The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief Knowledge, Skills, and Abilities Ability to obtain Windows 10 certification within 90 days of start date. Desired knowledge of: IA software VoIP ACAS HBSS McAfee SIPRNET VTC SVTC Solid Works Adobe Acrobat Auxo CAD Active Client Citrix Receiver Adobe Creative Suite Microsoft Project Visio Cisco WAWF DTS DCPDS GCSS Army SharePoint GFEBS Experience with CAT-1 findings. Must be adept at reading installation guides and implementing new software products. Must be proficient with Microsoft Windows 10 and have solid troubleshooting skills. Strong communications skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary. Possess and maintain a valid state operator’s license. Ability to occasionally work after hours, including nights, weekends, and holidays as required. Ability to meet minimum security clearance requirements. How you’ll grow    At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career 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- https://chenegamios.com/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 - www.chenegamios.com     Glassdoor -  https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm    LinkedIn - https://www.linkedin.com/company/1472684/    Facebook - https://www.facebook.com/chenegamios/  
Chenega Technical Innovations, LLC