Senior Help Desk Technician

Summary The Sr. Help Desk Technician will provide expert advice and support services in IT business technologies. The Sr. Help Desk Technician is a working manager responsible for managing a team of Help Desk IT professionals. Responsibilities Manage and track help desk calls pertaining to application, networking, and system problems and issues. Identify, diagnose, and resolve problems for users on software and hardware, LAN and WAN, VPN, the Internet, and new computer technology. Correct application issues, solve network and security problems and identify common PC software and hardware problems. Manage end-user equipment; including, but not limited to, scheduling replacement hardware installation and hardware upgrades. Maintain a high level of customer satisfaction and respond with the appropriate level of urgency to user problems. Manage all aspects of Help Desk support services. This includes, but is not limited to, ensuring the following actions are completed: Field incoming help requests from end-users via both telephone and e-mail in a courteous manner. Document, track, and monitor problems to ensure a timely resolution. Assign user-name, password, and access right permissions for multiple proprietary applications, as well as client software. Support software/hardware on peripheral network equipment such as scanners, copiers, printers, monitors, etc. Manage a limited number of supporting staff; Mentor and train other technicians on more complex and/or critical procedures and items. Other duties as assigned. Qualifications High School Diploma/GED required Bachelor’s degree preferred 5+ years of relevant experience required CompTIA Security+ or government-approved equivalent certification in addition to Microsoft Certified IT Professional (MCITP) on Windows 7 are required Windows 10 is a plus A combination of additional experience, education, and training may be used in lieu of formal education and/or certifications Must have the ability to obtain a Secret clearance 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 and maintain a Secret clearance Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks Ability to manage multiple projects with time-related constraints in a fast-paced contract manufacturing environment Speak effectively before groups of internal and/or external customers or employees High level of integrity and accountability Ability to travel
Chenega Applied Solutions, LLC