Senior Help Desk Technician

Chenega Corporation•St Marys, GA

6d•Onsite

About The Position

The Senior Help Desk Technician will provide high-quality IT support services in both classified and unclassified environments at SWFLANT. Serving as the senior technical specialist under the Help Desk Manager, this position bridges oversight and execution—guiding junior technicians while directly supporting end-users. The Senior Help Desk Specialist ensures compliance with the Statement of Work (SOW), Cyberspace Workforce (CWF) requirements, and DoD/Navy IT standards while maintaining superior customer service.

Requirements

High school diploma or GED required
3+ years of IT support/help desk experience in a DoD or enterprise IT environment.
Must meet DoD 8570.01-M / DoDM 8140 IAT II certification requirements. Work Role: DCWF Code 411 – Technical Support Specialist (Help Desk), Proficiency Level: Intermediate (e.g., Security+, GFACT, CND, GSEC or equivalent).
Must maintain required computing environment certifications (e.g., Windows, Microsoft 365, or equivalent).
Top Secret clearance
Successfully pass background and drug screening
Strong technical skills in Microsoft Windows 10/11, Active Directory, desktop imaging, and end-user support.
Proficiency with Help Desk operations, ticketing systems, and escalation workflows.
Experience with PC hardware/software troubleshooting, mobile device management, and peripheral support.
Ability to analyze problems, implement solutions, and guide junior staff in troubleshooting.
Strong written and verbal communication skills, with a customer-focused approach.
Ability to manage multiple priorities in a fast-paced, mission-critical environment.
Commitment to professional integrity, accountability, and supporting mission readiness.

Nice To Haves

Associate degree preferred.

Responsibilities

Provide immediate, real-time assistance to end-users for trouble calls, service requests, and technical questions.
Troubleshoot and support VPN, VDI, and Secure ID Token access for remote users and telework personnel.
Install, configure, and support desktop applications and operating systems in response to Help Desk requests.
Deliver desk-side support for issues unresolved by phone or email, including classified and unclassified computing environments.
Assist with special IT projects, system relocations, and VIP/inspection support.
Create and maintain user documentation, quick reference guides, and training resources (FAQs, tutorials, newsletters).
Track, triage, and escalate Help Desk tickets, ensuring timely closure and proper documentation in the Call Tracking System.
Provide feedback and mentoring to junior Help Desk Technicians; act as a senior escalation point for complex issues.
Maintain and support mobile devices, loaner equipment, and peripheral systems (printers, projectors, etc.).
Participate in Configuration Control Board (CCB) processes and coordinate with network, systems, and IA teams for cross-functional support.
Maintain accountability and traceability of IT equipment in accordance with property management policies.
Support customer communication, including notifications for outages, service updates, and customer callbacks.
Prepare inputs for required contract deliverables (CDRLs), including metrics reporting and customer satisfaction surveys.
Other duties as assigned