VIP Help Desk Analyst

Chenega Corporation•Arlington, VA

4d•Onsite

About The Position

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a VIP Help Desk Analyst to join their team. This role involves supporting large-scale government operations by leveraging cutting-edge technology. The company delivers essential technology services to customers in support of their missions to sustain national security and provide services to the nation. The VIP Help Desk Analyst will contribute to solving problems with Innovation Through Intelligence.

Requirements

Bachelor’s degree or higher. Can be substituted for an associate’s degree with 2+ years of relevant experience
4+ years of relevant experience.
DoD IAT Level II Certification is required.
Top-Secret Clearance with SCI eligibility is required
Expert-level troubleshooting skills on Windows Operating Systems (Windows 11) and Microsoft Office products, including M365 Suite.
Experience supporting VIP staff and Senior Leaders with technology issues.
Proficiency in using JIRA and Jira Service Management for ticketing and workflow management.
Experience interfacing with high-level government staff using verbal and written expertise.
Ability to learn new technologies quickly and adapt to dynamic environments.
Experience with Active Directory management and administration.
Ability to develop and implement a proactive approach to identifying and handling potential issues.
Excellent client-facing communication skills and strong interpersonal and organizational skills required.

Responsibilities

Deliver professional, high-quality services directly to the customer, providing support for new equipment installations and break/fix incidents.
Provide dedicated support to VIP federal personnel, troubleshooting a variety of technologies while adhering to service level agreements.
Provide on-site technical support for VIP hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
Provide IT customer technical support on Microsoft operating systems, M365 Suite, and network services.
Schedule and coordinate customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
Assist with the management of VIP assets, peripherals, and user accounts.
Investigate and resolve all connectivity issues related to VIP IT equipment.
Document all changes in the Jira Service Management ticketing system to ensure asset and configuration information is up to date.
Other duties as assigned.