Tier 1 Help Desk Analyst

Chenega Corporation•Arlington, VA

About The Position

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Tier 1 Help Desk Analyst in Arlington, Virginia. The position provides first-level technical support to users of unclassified and classified office information systems, helping restore normal IT operations with minimal disruption to end-user business activity. Support may be provided locally or remotely across multiple agency networks and may involve PC, server, or mainframe applications and hardware. The analyst responds to user requests, performs initial diagnostics and troubleshooting, manages accounts and passwords, and documents incidents in a ticketing system. The role also works with other technical teams to restore services or identify underlying problems, contributes to change management and process improvements, and helps maintain compliance with contractual Service Level Objectives. Chenega MIOS describes professional development as a core part of its culture, with opportunities for on-the-job learning and formal development programs.

Requirements

Associate's degree, or 2+ years of relevant experience as a substitute.
3+ years of relevant experience.
DoD IAT Level II Certification.
DoD Secret Clearance.
Understanding of applying basic security principles to the computing environment.
Ability to troubleshoot hardware and software issues involving desktop computers, print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals.
Demonstrated ability to analyze and diagnose hardware and software problems and recommend solutions.
Demonstrated ability to install and configure systems and learn unique applications and programs.
Ability to troubleshoot Microsoft products, including Windows and Office, Windows security, and Microsoft desktop products.
Experience installing and supporting workstation hardware and software.
Knowledge of industry-standard incident ticket-tracking systems for entering incident tickets and creating work orders.
Excellent written and verbal communication skills and customer service skills.

Nice To Haves

Top Secret clearance with SCI eligibility preferred.

Responsibilities

Answer calls and perform request fulfillment, user support, training assistance, initial diagnostics and troubleshooting, account management, and password services.
Diagnose and resolve issues on unclassified and classified office information systems.
Support implementation, troubleshooting, and maintenance of IT systems.
Identify, diagnose, and resolve first-level problems.
Restore users to normal IT operations with the smallest possible impact on business activity.
Provide Tier 1 support for PC, server, or mainframe applications or hardware.
Coordinate with network services, software systems engineering, and applications development to restore service 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 for end users on multiple agency networks.
Develop and document process and procedural enhancements and assist other departments with continuous process and service improvement.
Work with the IT Help Desk Lead to maintain Help Desk compliance with contractual Service Level Objectives.
Contribute to change management and represent customer interests when assessing risk and impact.
May provide leadership to small teams or team members.
Record incident details, including symptoms, error messages, and user information, in a ticketing system.
Use internal knowledge bases and documented solutions to resolve known issues.
Escalate tickets to Tier 3 support or specialized teams with clear documentation of the issue and troubleshooting performed.
Perform other duties as assigned.