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**Req ID:** 38108

Summary

Senior Help Desk Technician

West Point, NY

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!

The **Senior Help Desk Technician** will respond to incoming help and service requests from customer end-users which may be submitted in-person or via telephone, e-mail, and Matter Most and resolve issues in a timely and courteous manner.

Responsibilities

+ IT support will be completed both physically at West Point and remotely using the approved software tools in place.

+ Field incoming service requests from end users and follow up and escalate as necessary, to understand the request as well as the necessary actions to resolve.

+ Use ticketing system to record, track, document, and communicate status of the incident or service request.

+ Access software and manufacture updates, knowledge bases, and Frequently Asked Questions resources to aid in problem solving.

+ Offer technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of computer systems, hardware, and software.

+ Assist users with installation and troubleshooting of issues.

+ Conduct training sessions with individuals and groups on the various hardware, operating system, and software solutions in place.

+ Support the various applications used by our staff and faculty in a higher education, engineering environment. These software installations are science and mathematics specific but are not limited to those areas. Must be able to troubleshoot and provide support in each of the (13) academic programs and the (26) centers of excellence.

+ Assist with authoring and editing knowledge base articles to be reviewed and published in the Knowledge Management Database.

+ Other duties as assigned.

Qualifications

+ High school diploma or GED required

+ Associate degree preferred

+ 2+ years of relevant help desk experience required

+ Experience with trouble ticketing system

+ Must possess CompTIA Security+ certification

+ US citizenship required

+ Background check required

Knowledge, Skills and Abilities:

+ Must be proficient with the Microsoft Office 365 Suite of applications

+ Must be proficient with computer systems in a Microsoft Windows Operating System and network environment

+ Ability to provide some support that may need to be conducted at the user’s location.

+ Ability to support customers in and around the facility.

+ Ability to assist with troubleshooting, configuring, and wired and wireless networks, including knowledge of critical security concepts, key cloud computing best practices, and typical service models, newer hardware, and virtualization techniques.

+ Ability to provide Tier 1/2 support for all user-level applications.

+ Ability to provide Tier 1/2 support for all user operating systems (Windows and MacOS).

+ Ability to provide Tier 1/2 support for all remote access technologies (VPN, and Cloud, etc.).

+ Ability to provide Tier 1/2 support for all client workstation hardware, including desktop, laptops, and tablets.

+ Ability to provide Tier 1/2 end-user support for all client applications.

+ Ability to assist with all client workstation installations, configuration, deployments, and relocations.

+ Ability to effectively communicate technical matters to a non-technical audience while documenting customer interactions.

+ Ability to multitask while staying focused in a fast-paced competitive environment.

+ Experienced in the use of remote access applications.

+ Ability to monitor Tier 1/2 ticket resolution to ensure defined SLAs are met.

+ Ability to update tickets with the latest status and escalate them to the correct group if the incident can’t be resolved.

+ Thorough knowledge of desktop and business/technical support systems.

+ Ability to work additional hours and/or perform additional tasks, including general office work as needed.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers 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 Systems, LLC

Estimated Salary/Wage

USD $77,700.00/Yr. Up to USD $105,000.00/Yr.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program