Tier 1 Help Desk Analyst

Chenega Corp•Arlington, VA

2d•$25 - $29•Onsite

About The Position

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Tier 1 Help Desk Analyst to join their team. This role supports large-scale government operations by leveraging cutting-edge technology and delivering essential technological services. The analyst will be responsible for providing first-level support for IT systems, troubleshooting issues, and ensuring customers return to normal IT operations with minimal business impact.

Requirements

Associate's degree (can be substituted with 2+ years of relevant experience).
3+ years of relevant experience.
DoD IAT Level II Certification is required.
The ability to obtain Top Secret Clearance.
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, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, 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.

Nice To Haves

Top Secret with SCI eligibility preferred.
Successfully pass background and drug screening.

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.
Providing support for implementation, troubleshooting, and maintenance of IT systems.
Providing first-level problem identification, diagnosis, and resolution of problems.
Maintaining and returning customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
Providing tier 1 support to end users for either PC, server, or mainframe applications or hardware.
Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulating or recreating user problems to resolve operating difficulties.
Recommending systems modifications to reduce user problems.
Providing local and remote Technical Support Services for end-user support on multiple networks within the agency.
Developing and documenting process and procedural enhancements and assisting other departments as needed for continuous process and service improvement.
Working with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards.
Contributing to the change management process; representing the interests of the customer when assessing risk and impact.
Meticulously recording all incident details, including symptoms, error messages, and user information, within a ticketing system for tracking purposes.
Effectively using internal knowledge bases and documented solutions to resolve known issues quickly.
Familiar with ticket escalation to tier 2 support or other specialized teams, providing clear documentation of the issue and troubleshooting steps taken.
Other duties as assigned.