Mid-Level Help Desk Technician

Summary Mid-Level Help Desk Technician San Antonio, TX 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!   At Cyberstar, we aim to analyze and boost human and business performance through the implementation of business process redesign and information technology (IT) modernization to include data analytics and cloud computing. We offer an alternate solution to improving the quality and effectiveness of business operations. In an ever-changing economy, Cyberstar helps companies better read and understand their market data through the synchronization of process innovation, human dynamics, analysis, and the integration of data technology capabilities, to ensure functional optimization in their business. The Mid-Level Help Desk Technician will field incoming help requests from end users via telephone, e-mail, in-person, and other tech platforms in a courteous manner. This position is considered equivalent to Tier II help desk support.   Responsibilities Responsible for initial setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, and multifunction machines, etc. Field incoming help requests from end users via multiple tech platforms and in person. 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, WAN, VPN, the Internet, and new computer technology, communicating solutions to end-users. Prioritize and schedule problem resolutions. Escalate problems when required, to the appropriate next level. Use a ticketing system to record, track, and document Help Desk requests. Apply diagnostic utilities to aid in troubleshooting. Accesses 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, PCs, laptops, printers, and peripherals. Test fixes to ensure the 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 with the configuration of end-user hardware, software, and peripherals. Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals. Assign user-name, password, and access right permissions for multiple proprietary applications as well as client software. Help install local area networks cabling systems and equipment, like network interface cards, hubs, and switches. Manage effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability. Other duties as assigned. Qualifications High school diploma or GED and 2+ years of related experience Experience using Windows Deployment Services for client imaging Cyber Security Work Force (CSWF) operating system certification or government-approved equivalent required Linux configuration and management experience CompTIA Security+ certified or government-approved equivalent Must meet position and certification requirements outlined in DoD Directive 8570.01-M for Information Assurance Technician Level 1 Background check required with the ability to obtain a TS/SCI clearance Knowledge, Skills, and Abilities Windows 10 experience is preferred. DoD and/or U.S. Air Force experience preferred. Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications. Ability to learn new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time-related constraints in a fast-paced environment. Familiar with a laptop (iOS and Microsoft) initial setup, imaging, cloning, and re-imaging. Thorough working knowledge of the latest version of Microsoft Windows environment. Thorough working knowledge of configuration and setup of Apple iOS. Thorough working knowledge of configuration and setup of Linux. Thorough knowledge of PC/client repair and maintenance (hardware/software). Strong customer service skills, including verbal communication. Experience working with Jira, Confluence, and Microsoft Teams is preferred. Ability to work in a customer-facing environment with high professional standards. Ability to work with others, as part of a multi-functional team, and contribute to a friendly working environment. 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/    Executive Order 13495, The Non-Displacement of Qualified Workers Under Service Contracts provides the first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other applications/resumes of non-incumbents will not be reviewed.
Cyberstar, LLC