Help Desk Technician II

Chenega Corporation•Melbourne, FL

7d•Onsite

About The Position

The Help Desk Technician II will be part of a dynamic team that provides IT support, maintenance, operations, logistics, and engineering services to help ensure the secure, reliable, and uninterrupted availability of INL/A Management Information Systems. This role will provide help desk support to the Department of State, Bureau of International Narcotics, and Law Enforcement Affairs Office of Aviation (INL/A) in support of their missions to sustain the national security and economic interests of our nation.

Requirements

Associate’s degree in a related field and 3+ years’ relevant experience.
Education requirement may be substituted with 2+ years’ relevant experience.
Must have a valid US Drivers license
Secret clearance required.
Successfully pass background and drug screening.
Understanding of basic security principles applied to the computing environment (CE).
Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs, 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

CompTIA A+, CompTIA Security+, HDI-CSR, HDI-SCA, or HDI-DAST certification is highly desired.

Responsibilities

Answer calls and execute request fulfillment actions.
Provide functional user support, training issues, initial diagnostics/troubleshooting, account management, and password services.
Diagnose and resolve issues on unclassified and classified office information systems.
Provide support for the implementation, troubleshooting, and maintenance of IT systems.
Provide first-level problem identification, diagnosis, and resolution of problems.
Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization’s end user(s).
Provide tier 1 support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulate or recreate user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Provide local and remote Technical Support Services for end-user support on multiple networks within the agency.
Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with performance standards.
May provide leadership to small teams or team members.
Travel may be required for special projects. (CONUS, OCONUS)
Other duties as assigned.