Help Desk Technician

About the role

Join Chenega Military, Intelligence & Operations Support (MIOS) as a Help Desk Technician and support large-scale government operations by leveraging cutting-edge technology. Chenega IT Enterprise Services (CITES) offers forward-thinking technology solutions to federal agencies and the DoD, serving as a best practices leader for the modern federal enterprise. This role involves providing customer-centric support to network users, delivering service desk functions, and troubleshooting across multiple domains and security levels.

Responsibilities

• Maintain and update the service desk ticketing system, assigning tickets to appropriate personnel.
• Coordinate with external support stakeholders to support networks including NIPR, DREN, SIPR, JWICS, SDREN, DDTE, BLCSE, AWS GovCloud, and other external service desks as required.
• Install, maintain, and support baseline desktop/laptop images for NIPR, SIPR, and JWICS, including Microsoft Windows OS, Office 365 Pro Suite (MS Teams, Outlook), Adobe Acrobat, MS Edge, Google Chrome, computer drivers, encryption tools, and security patches.
• Monitor, remediate, and report cybersecurity vulnerabilities and changes applied during maintenance activities, ensuring compliance with NIST SP 800-53 security controls.
• Configure, diagnose, and correct problems on hardware such as PCs, Multi-Function Devices, VOIP, VTCs, printers, scanners, plotters, modems, card readers, and other peripherals.
• Perform upgrades and install new or replacement hardware.
• Maintain Active Directory, including adding systems or users, resetting passwords, diagnosing login problems, and identifying group policy or network issues.
• Provide user account management support from creation through deletion, including SIPR token management for NIPR, DREN, SIPR, JWICS, SDREN, DDTE, BLCSE, and AWS GovCloud.
• Support user accounts for AGC’s Front Office, GRL, ERDC, WASD, SASD, SPO, TENCAP, US Army Corps of Engineers, Transatlantic Division (TAD), BLCSE, and AWS GovCloud.
• Support secure and non-secure video systems, including VTC and desktop LAN VTC systems, and web-based collaboration tools. Schedule rooms and connections, and operate VTC equipment supporting approximately fifty sessions per month.
• Develop and document core service desk SOPs, FAQs, self-help and troubleshooting guides, and provide input to weekly and monthly status reports, metrics, programmatic data calls, and deliverables.
• Assist with asset inventory, tracking changes, and updating the master hardware and software list (e.g., Tenant Security Plan for NIPR and SIPR, Approval to Connect for JWICS) using physical inventory and automated asset management systems.
• Support decommissioning of equipment, including degaussing and sanitizing data from decommissioned media or equipment.
• Monitor usage of IT consumables such as toner, batteries, and equipment filters.
• Install, operate, and maintain secure and non-secure video systems, including scheduling and operating VTC equipment as needed.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent.
• 5+ years of logistics/operations/technical support or equivalent combination of education and experience.
• AA degree or 2-year tech school and 7+ years of experience (preferred).
• DoD 8570 IAT II certification (Security+ minimum).
• TS/SCI clearance required.
• Must successfully pass background and drug screening.

Skills

• Advanced knowledge of computer software applications including MS Word, Excel, Access, PowerPoint, and Outlook.

Professional Development

At Chenega MIOS, professional development is embedded in the core culture. Team members at every level have opportunities to sharpen skills through hands-on experience, formal development programs, and on-the-job learning in a fast-changing business environment.

Benefits

Chenega MIOS offers a broad range of benefits, including well-being programs, flexibility to support healthy and centered lifestyles, and initiatives that foster a positive and supportive work culture. The organization focuses on education, giving, skill-based volunteerism, and leadership to drive positive social impact in communities.

Pay

Estimated hourly wage: USD $32.47/Hr. Up to USD $40.87/Hr.