Help Desk Technician

About the role

Join Chenega Military, Intelligence & Operations Support (MIOS) as a Help Desk Technician supporting the Air Force Research Laboratory (AFRL) at Wright-Patterson AFB, Ohio. This role involves maintaining and troubleshooting a diverse range of legacy and current IT systems for approximately 2,200 active users in a geographically distributed workforce.

Responsibilities

• Provide desktop support, end user support, and account management.
• Create and manage user accounts with local and geographically distributed workforce.
• Process documentation and assist with establishing initial information system accounts.
• Assist users in resetting or updating passwords or other authentication credentials.
• Provide timely and effective technical support to end-users via phone, email, or chat.
• Assist with user-facing services of customer systems.
• Send information to user distribution lists to notify the workforce of capability enhancements and outage events.
• Perform network and system troubleshooting to determine root causes of user issues.
• Compose and maintain Policies, Processes, and Procedures within the organization's Strategic IT Management framework.
• Log and track support requests using the organization's ticketing system, prioritizing and escalating tickets as necessary.
• Follow up with users to ensure their technical problems are fully resolved.
• Complete annual company and customer training requirements.
• Record labor hours daily in an online corporate system.
• Travel up to 10%.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent required.
• Current CompTIA Security+ OR ability to obtain DoD 8570 IAT II baseline certification within six months of hire.
• 2+ years of related work experience.
• Must be a U.S. Citizen.
• Must possess and maintain a valid U.S. driver’s license.
• Secret clearance with ability to obtain TS/SCI is required.
• Successfully pass background and drug screening.

Skills

• Professional manner, proper telephone, and email etiquette.
• Strong written and oral communication skills, including the ability to read, write, speak, and understand English.
• Ability to perform in a leadership capacity, directing contractor personnel, and interfacing with Government and customers.
• Working knowledge of Microsoft Active Directory account management and security groups.
• Exceptional customer service skills.
• Strong time-management and prioritization skills.
• Ability to communicate technical subject matter expertise to management and others.
• Excellent organizational skills with the ability to prioritize.
• Strong problem-solving skills.
• Ability to self-start and work independently or as a team.
• Ability to learn new systems and associated software applications for proficient execution of tasks.
• Ability to manage multiple tasks with time-related constraints in a fast-paced environment.
• Ability to travel up to 10%.

How you’ll grow

At Chenega MIOS, professional development is embedded in the core culture. From entry-level employees to senior leaders, there are opportunities to sharpen skills and gain hands-on experience in a fast-changing business environment. Development opportunities include on-the-job learning experiences and formal development programs.