Req ID: 29563

　　Summary

　　Help Desk Support Services Specialist – Senior

　　Natick, MA

　　Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

　　For nearly a decade, Chenega Technical Innovations (CTI) has been an industry leader in the federal small business marketplace, providing agencies and commercial customers tomorrow’s solutions in Integration and IT. Today, CTI possesses hundreds of employees and dozens of operations, integrating federal and DoD programs and capabilities around the world.

　　United States Army - Natick Soldier Systems Center (NSSC) - Network Enterprise Center-Natick (NEC-N) located in Natick, Massachusetts, has a requirement for Information Technology (IT) services to support NSSC customers. NSSC is the Army’s one-stop Soldier support center and is responsible for researching, developing, fielding, and managing food, clothing, shelters, airdrop systems and other soldier support items. On these networks, the NSSC Science and Technology community utilizes non-standard software and hardware that is not usually found on standard Army operational networks.

　　The Help Desk Support Services Specialist – Senior will provide end-user desktop support services for approved desktop applications and Host Based Security System Services for Natick Soldier Systems Center.

　　Responsibilities

　　Work you’ll do

　　As a Help Desk Support Services Specialist – Senior within our Natick team, you will:

　　Receive customer trouble tickets and service requests for desktop support.

　　Respond to service requests, enter them into the ticketing system, and acknowledge the request to the customer.

　　Manage the ticketing system and ensure that tickets have been assigned and staff coverage is available.

　　Diagnose and correct problems with hardware, like personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals.

　　Troubleshoot and resolve the service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead.

　　Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.

　　Coordinate problem resolution with other groups and outside organizations, including other support contractors and hardware and software vendors.

　　Build new systems using the Army Gold Master (AGM) or the bulk imaging of approved operating systems, baseline software applications, and required security patches.

　　Install encryption systems used to protect the data of portable systems, like laptops.

　　Identify and install required drivers.

　　Manage Active Directory and Networks to include:

　　Add systems or users

　　Reset passwords

　　Diagnose login problems

　　Identify the source of a problem as a group policy or network

　　Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting and repairing) that do not require touch labor.

　　Install, diagnose, and correct problems with desktop software, including but not limited to:

　　Microsoft Office Professional

　　Microsoft Outlook

　　Internet Explorer

　　Adobe Acrobat Professional

　　Tumbleweed Desktop Validator

　　Active Client

　　Ensure systems are configured following DOD-published Security and Technical Information Guides (STIGs).

　　Work with System Administrators and Database Administrators to install, configure, troubleshoot, and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).

　　Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).

　　Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.

　　Coordinate with Information Assurance functional leads in support of HBSS services.

　　Contribute to SharePoint library.

　　Follow all NEC policies, procedures, and regulations.

　　Provide oversight/training of junior staff as required.

　　Support desktop operating systems like Microsoft Windows 10 and desktop software, including but not limited to:

　　Microsoft Office Professional

　　Microsoft Outlook

　　Internet Explorer

　　Google Chrome

　　Adobe Acrobat Professional by diagnosing and correcting problems

　　Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems.

　　Support the creation of SharePoint accounts.

　　Support business development activities as required (e.g., customer technical capabilities briefings, past performance content, technical solutions).

　　Other duties as assigned.

　　Qualifications

　　Bachelor’s degree in a related field

　　Combination of 5+ years’ experience or 7+ years of directly relevant experience instead of education

　　Experience with CAT-1 findings

　　Must have Baseline and Full Computing Environment Certifications for IAT-II or higher IAW DoD 8570.01-M and BBP 05-PR-M-0002 before the start date

　　Possess and maintain a valid state operator's license

　　Secret clearance required

　　Knowledge, Skills, and Abilities

　　Ability to obtain Windows 10 certification within 90 days of start date.

　　Cisco and Windows server certification is preferred.

　　Ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware.

　　Desired knowledge of:

　　IA software

　　VoIP

　　ACAS

　　HBSS

　　McAfee

　　SIPRNET

　　VTC

　　SVTC

　　Solid Works

　　Adobe Acrobat

　　Active Client

　　Citrix Receiver

　　Adobe Creative Suite

　　Microsoft Project

　　Visio

　　Cisco

　　WAWF

　　DTS

　　DCPDS

　　GCSS Army

　　SharePoint

　　GFEBS

　　Must be adept at reading installation guides and implementing new software products.

　　Must be proficient with Microsoft Windows 10 and have solid troubleshooting skills.

　　Strong communication skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.

　　Ability to occasionally work after hours, including nights, weekends, and holidays as required.

　　Ability to meet minimum security clearance requirements.

　　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.

　　Chenega MIOS News- https://chenegamios.com/news/

　　Tips from your Talent Acquisition T eam

　　We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

　　Chenega MIOS web site - www.chenegamios.com

　　Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

　　LinkedIn - https://www.linkedin.com/company/1472684/

　　Facebook - https://www.facebook.com/chenegamios/

　　#Chenega Technical Innovations, LLC

　　Chenega Corporation and family of companies is an EOE.

　　Equal Opportunity Employer/Veterans/Disabled

　　Native preference under PL 93-638.

　　We participate in the E-Verify Employment Verification Program