Chenega MIOS SBU · 1 day ago
Tier 2 Help Desk Analyst
Arlington, VA
Full-time
Onsite
Mid, Senior Level
5+ years expChenega Military, Intelligence & Operations Support (MIOS) is seeking a Tier 2 Help Desk Analyst to support large-scale government operations with cutting-edge technology. The role involves providing second-level support, troubleshooting IT systems, and maintaining operational efficiency for end-users.
Defense & Space
No H1B
Security Clearance RequiredU.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 second-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 2 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 system 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
Other duties as assigned
Qualification
Required
Bachelor's degree. Can be substituted for an Associate's degree with 2+ years of relevant experience
5+ years of Information Technology (IT) experience
DoD IAT Level II Certification is required
DoD Top 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, iPhones, desktop video/video teleconference systems, and peripherals (external drives, 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
Benefits
Professional development plan
Well-being programs
Company
Chenega MIOS SBU
Chenega Corporation’s MIOS Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers around the globe.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chet Husk
Chief Technical Officer
Sarah Bruno, SHRM-CP
Human Resources Business Partner
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