Help Desk Technician I

Chenega Corporation invites you to join a full-time, on-site Help Desk Technician I role in Chantilly, VA. This position centers on tier 1 to 2 end-user support with a strong emphasis on customer service and Microsoft O365 proficiency. The role is onsite, offering a competitive hourly wage and opportunities to work closely with end users in a dynamic IT environment.

Responsibilities

• Handle issue intake through ServiceNow, email, in-person, or other channels, ensuring proper ticket creation.
• Record initial incident reports accurately and clearly.
• Provide documentation and reporting of technical problems.
• Troubleshoot and resolve desktop, printer, mobile device, and LAN hardware and software issues.
• Maintain strong customer service by logging complaints, following up with users, and delivering proactive status updates.
• Create and maintain Standard Operating Procedures related to support processes.
• Guide customers through the troubleshooting process and verify resolutions after completion.
• Serve as the first point of contact for LAN connectivity issues before escalating to the network team.
• Support Polycom Teams desk phones and onsite HP/Poly equipment for telephony and conference rooms AV systems.
• Participate in bi-monthly on-call help desk rotation.
• Assign and route tickets during the work week to appropriate teams or users.
• Monitor and support high priority requests after hours when needed.
• Observe and, as required, monitor site network equipment.
• Perform additional duties as assigned.

Requirements

• An associate’s degree in computer science or a related field is preferred.
• At least two years of desktop support experience.
• At least one year of experience supporting Microsoft O365.
• At least one year of experience administering Windows 10.
• At least two years of experience creating Active Directory user accounts.
• Hold at least one of the following certifications: CompTIA A+, CompTIA Network+, or a current Microsoft certification.
• General computer proficiency and comfort with common IT tasks.

Technologies

• ServiceNow
• Microsoft O365
• Windows 10
• Active Directory
• Polycom Teams desk telephone
• HP/Poly telephone and conference room AV equipment

Compensation

Estimated pay range is USD 20.20 to 36.00 per hour. This is an onsite role located in Chantilly, VA, with no telework option.