Senior Help Desk Technician

Summary

Senior Help Desk Technician position at Kings Bay, GA supporting SWFLANT. Provides high-quality IT support in both classified and unclassified environments. Serves as the senior technical specialist under the Help Desk Manager, bridging oversight and execution—guiding junior technicians while directly supporting end-users. Ensures compliance with the Statement of Work (SOW), Cyberspace Workforce (CWF) requirements, and DoD/Navy IT standards while maintaining superior customer service.

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

Qualifications

• High school diploma or GED required; Associate degree preferred.
• 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

Knowledge, Skills, and Abilities

• 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.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega's impact on the world.

This response is AI-generated, for reference only.