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Chenega MIOS SBU · 2 days ago

Tier 1 Help Desk Analyst

Arlington, VA

Full-time

Onsite

Mid Level

3+ years exp

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Tier 1 Help Desk Analyst to enhance skills and build a career in a rapidly evolving business climate. The role involves providing first-level technical support, troubleshooting issues, and ensuring compliance with service level objectives while supporting large-scale government operations.

Defense & Space

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management, and password services, diagnosing and resolving issues on unclassified and classified office information systems

Provides support for implementation, troubleshooting, and maintenance of IT systems

Provides first-level problem identification, diagnosis, and resolution of problems

Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s)

Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware

Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems

Simulates or recreates user problems to resolve operating difficulties

Recommend systems modifications to reduce user problems

Provide local and remote Technical Support Services for end-user support on multiple networks within the agency

Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement

Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards

Contribute to the change management process; represent the interests of the customer when assessing risk and impact

May provide leadership to small teams or team members

Meticulously record all incident details, including symptoms, error messages, and user information, within a ticketing system for tracking purposes

Effectively use internal knowledge bases and documented solutions to resolve known issues quickly

Familiar with ticket escalation to tier 2 support or other specialized teams, providing clear documentation of the issue and troubleshooting steps taken

Other duties as assigned

Qualification

DoD IAT Level II CertificationTroubleshooting hardware/softwareMicrosoft products supportIncident Ticket Tracking systemsCustomer service skillsCommunication skills

Required

Associate's degree. Can be substituted with 2+ years of relevant experience

3+ years relevant experience

DoD IAT Level II Certification is required

DoD Secret Clearance is required

Understanding of applying basic security principles to the computing environment (CE)

Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.)

Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems

Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs

Ability to troubleshoot Microsoft products, including but not limited to Windows and Office, including all aspects of Windows security and Microsoft desktop products

Experience installing and supporting workstation hardware and software

Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders

Excellent written and verbal communication skills and excellent customer service skills are a must