Help Desk Analyst

The Help Desk Analyst provides end-user support for help and service requests, addressing level one issues in a timely and courteous manner. The role supports IT equipment setup, troubleshooting across software, hardware, and networking, and accurate documentation through a ticketing system.

Onsite Location

San Antonio, TX (onsite)

Experience and Education

• Minimum experience: 2+ years
• Education: High school diploma or GED

Key Responsibilities

• Set up IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, and multifunction machines.
• Receive and respond to incoming help requests from end users via telephone and e-mail in a courteous manner.
• Build rapport with end users and elicit clear problem details to support effective troubleshooting.
• Identify, diagnose, and resolve level one problems for users across software and hardware, LAN, WAN, VPN, the internet, and new computer technology; communicate solutions to end users.
• Prioritize and schedule problem resolutions.
• Escalate issues to the appropriate next level when required.
• Use a ticketing system to record, track, and document Help Desk requests.
• Apply diagnostic utilities to support troubleshooting efforts.
• Use software updates, drivers, knowledge bases, and frequently asked questions and internet resources to assist in resolving issues.
• Identify and learn the software and hardware applications supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software.
• Conduct preventative maintenance, including checking and cleaning workstations, PCs, laptops, printers, and peripherals.
• Test fixes to confirm the issue has been resolved.
• Complete post-resolution follow-up to help requests.
• Provide one-on-one problem resolution for approved software.
• Receive, deliver, tag, set up, and assist with configuration of end-user hardware, software, and peripherals.
• Support software and hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.
• Assign usernames, passwords, and access right permissions for multiple proprietary applications and client software.
• Assist with local area network cabling systems and equipment installation, including network interface cards, hubs, and switches.
• Manage effective inventory control of property and monitor system warranty and support service programs to support maximum system uptime and availability.
• Other duties as assigned.

Required Qualifications

• High school diploma or GED and 2+ years of related experience
• Experience using Windows Deployment Services for client imaging
• CompTIA Security+ certification or a government-approved equivalent
• Current and valid US driver’s license required
• Secret clearance required

Tools and Technologies

• Windows Deployment Services
• Windows
• Mattermost
• Polycoms
• ZOOM rooms
• VTC camera equipment
• LAN, WAN, VPN
• Internet
• Microsoft Excel
• Microsoft Word

Knowledge, Skills, and Abilities

• Intermediate proficiency with Microsoft Excel and Microsoft Word.
• Detail-oriented approach and ability to coordinate multiple resources, multitask in a fast-paced environment, and operate with limited supervision.
• Ability to communicate effectively both orally and in writing with management across all levels, with strong relationship-building and customer service skills.
• Understanding of inventory planning and control concepts and principles.
• Ability to work independently and as part of a team environment.
• Ability to work extended hours, weekends, or holidays if required.

Professional Development

• Chenega MIOS provides a professional development plan focused on helping team members use their strengths to do their best work.
• Training and growth opportunities are available from entry-level to senior leadership through on-the-job learning experiences and formal development programs.

Benefits

Chenega MIOS offers a broad range of benefits and encourages candidates to review what working at Chenega MIOS can mean for them.

Culture and Community

• A positive, supportive culture that encourages team members to do their best work every day.
• Well-being programs and continuous efforts to support a culture where employees can lead healthy, happy lives.
• Purpose-driven corporate citizenship focused on education, giving, skill-based volunteerism, and leadership for positive social impact.

Talent Acquisition Tips

• Chenega MIOS encourages job seekers to review company information through the following resources:
• Website: 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/