Tier 1 Helpdesk Analyst

Support first-level IT end user requests for unclassified and classified environments in Arlington, VA, while documenting incidents and coordinating with network and higher-tier teams.

Responsibilities

• Answer calls and execute request fulfillment actions for functional user support
• Perform initial diagnostics and troubleshooting for unclassified and classified office information systems
• Provide account management and password services as part of tier 1 support
• Support implementation, troubleshooting, and maintenance of IT systems
• Identify, diagnose, and resolve first-level problems with minimal impact to end users
• Deliver tier 1 support for PC, server, or mainframe applications and hardware
• Interact with network services, software systems engineering, and/or applications development to restore service or correct core issues
• Simulate or recreate user problems to resolve operating difficulties
• Recommend systems modifications to reduce recurring user issues
• Provide local and remote technical support services for end-user support across multiple agency networks
• Develop and document process and procedural enhancements; assist other departments to improve continuous processes and services
• Coordinate with the IT Help Desk Lead to maintain Help Desk compliance with Service Level Objectives (SLOs) per contractual standards
• Participate in change management by assessing risk and impact while representing customer interests
• May provide leadership to small teams or team members
• Record incident details (symptoms, error messages, and user information) in a ticketing system for tracking
• Use internal knowledge bases and documented solutions to resolve known issues quickly
• Escalate to Tier 3 or other specialized teams with clear documentation of the issue and troubleshooting steps taken
• Other duties as assigned

Requirements

• Associate’s degree; can be substituted with 2+ years of relevant experience
• 3+ years relevant experience
• DoD IAT Level II Certification is required
• DoD Top Clearance is required
• Top Secret with SCI eligibility preferred
• Successfully pass background and drug screening
• Understand applying basic security principles to the computing environment (CE)
• Ability to troubleshoot hardware and software issues for desktop computers, print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.)
• Demonstrated knowledge in analyzing, diagnosing, and recommending solutions for hardware and software problems
• Demonstrated ability with installation and configuration, including learning unique applications and programs
• Troubleshooting experience with Microsoft products, including Windows and Office, plus Windows security and Microsoft desktop products
• Experience installing and supporting workstation hardware and software
• Knowledge of industry-standard incident ticket tracking systems for incident entry and work order creation
• Excellent written and verbal communication skills and strong customer service skills

Technologies

• Windows
• Office
• Microsoft products
• Incident Ticket Tracking systems
• Ticketing system
• Print servers, scanners, printers
• PDAs (Blackberries)
• Desktop video/video teleconference systems
• Zip drives, external zips

Work Location

• Arlington, VA
• Onsite
• Teleworking permitted: false

Compensation

• USD 29 to 38 per hour
• Estimated wage: USD $29.52/Hr. Up to USD $38.46/Hr.

How You’ll Grow

• Professional development plan designed to help team members at every career level identify and use strengths to perform daily work effectively

Benefits

• Broad range of benefits at Chenega MIOS
• Learn more about what working at Chenega MIOS can mean for you

Chenega MIOS’s Culture

• Positive and supportive culture
• Recognition of individual uniqueness and flexibility to make daily choices that support well-being
• Well-being programs and ongoing efforts to maintain a healthy, happy, high-performing culture

Corporate Citizenship

• Purpose-driven leadership with focus on impact for clients, team members, and communities
• Focus on education, skill-based volunteerism, and leadership for positive social impact
• Chenega MIOS News: https://chenegamios.com/news/

Tips from Your Talent Acquisition Team

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