Summary

　　Senior Helpdesk Technician/Helpdesk Manager

　　Alexandria, VA

　　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!

　　Chenega IT Enterprise Services (CITES) offers forward-thinking technology solutions to federal agencies and the DoD. Formed in 2016 to serve federal customers CONUS, CITES has grown quickly into a best practices leader for the modern federal enterprise.

　　The Senior Helpdesk Technician/Helpdesk Manager manages and leads a team of three desktop support technicians that provide the customer support, IT skills, and expertise to operate and maintain the AGC Service Desk functions, including processing and tracking DD form 2875 requests, account management, ticket management, desktop imaging, vulnerability management, domain data transfer, operational support, and on-site troubleshooting.

　　Responsibilities

　　Manage and lead a team of desktop support technicians to perform the following services:

　　Install computer equipment (printers, multi-function devices, VTC, and VOIP devices) and software and return malfunctioning devices to full operation.

　　Manage and lead a team in installing, maintaining, and supporting baseline desktop/laptop images provided by RNEC Ft. Belvoir for NIPR and SIPR and INSCOM/GISA for JWICS, including Microsoft Windows operating systems, Office 365 Pro Suite of applications, MS Teams and Outlook, and other applications, like Adobe Acrobat, MS Edge, Google Chrome, computer drivers, encryption tools, and required security patches.

　　Configure, diagnose, and correct problems on hardware, like personal computers (PCs), Multi-Function Devices, VOIP, VTCs, printers, scanners, plotters, modems, card readers, and other peripherals; perform upgrades and install new or replacement hardware; cross-train new hires as needed.

　　Maintain Active Directory, adding systems or users, resetting passwords, diagnosing login problems, and identifying the source of a problem as a group policy or network.

　　Provide System Authorization Access Request (2875) user account management: manage, track, and report from request origination, account creation through deletion to include token management for NIPR, SIPR, JWICS, and other AGC supported networks and systems; generate weekly 2875 reports and monthly accounts report; User accounts currently include AGC’s Front Office, GRL, ERDC, WASD, SASD, SPO, and The Army TENCAP office at AGC/Ft. Belvoir Headquarters, US Army Corps of Engineers, Transatlantic Division (TAD), BLCSE, and AWS GovCloud, cross-train staff on the AGC SAAR process.

　　Support secure and non-secure video systems, including Video Teleconference (VTC) and desktop Local Area Network (LAN) VTC systems and web-based collaboration tools.

　　Obtain Data Transfer Agent (DTA) and/or Observer Training; support DTA/Observer efforts and service requests.

　　Run daily automated scripts to monitor, remediate, and report in writing any non-pingable and or quarantined devices, cybersecurity vulnerabilities, and relevant changes applied during maintenance activities, including patches applied to resolve open IAVMs or configuration changes on NIPR, SIPR, and JWICS.

　　Document core Standard Operating Procedures (SOPs), user Frequently Asked Questions (FAQs), self-help and troubleshooting guides as a part of an integrated ticketing system, document configuration of devices, update and maintain Tenant Security Plans (TSPs) and Approval to Connect (ATC) documents, provide documented responses to programmatic data calls and metrics, and provide input to monthly and weekly activity reports and other deliverables, while adhering to program quality standards.

　　As needed, develop preventive maintenance plans for computer devices and perform regularly scheduled preventive maintenance of the systems and peripherals IAW the government-approved maintenance plans and support efforts to degauss and sanitize data from decommissioned media or equipment.

　　Update, manage, review, and prioritize service desk tickets where each service request is assigned to the appropriate personnel, to close tickets within a day of being opened.

　　Serve as focal POC and coordinate with external support stakeholders as needed to support NIPR, SIPR, JWICS, and other external service desks to escalate, report, and resolve trouble tickets

　　Ensure team attendance to RNEC Ft. Belvoir’s hosted IMO/IT monthly meetings and CVCM bi-weekly meetings.

　　Schedule rooms, and connections, and operate VTC equipment supporting approximately fifty sessions per month.

　　Develop and document core service desk SOPs, Frequently Asked Questions (FAQs), and self-help and troubleshooting guides and provide input to weekly and monthly status reports, metrics, programmatic data calls, and deliverables as needed.

　　Assist with asset inventory, tracking changes, and applying updates to the master hardware and software list, (i.e., Tenant Security Plan (TSP) for NIPR and SIPR and the Approval to Connect (ATC)) for JWICs utilizing a combination of physical inventory and an automated asset management system for tracking assets and generating reports.

　　Support efforts to decommission equipment and degauss and sanitize data from these decommissioned media or equipment.

　　Monitor usage of IT consumables, like toner, batteries, equipment filters, etc.

　　Install, operate, and maintain (IO&M) secure and non-secure video systems, including Video Teleconference (VTC) and desktop Local Area Network (LAN) VTC systems and web-based collaboration tools.

　　Schedule rooms and connections and operate VTC equipment on a needed basis.

　　Manage Helpdesk Opening/Closing Processes and Shifts ensuring coverage from 7 am through 5 pm daily.

　　Mentor and cross-train new hires on helpdesk processes and tools; provide input to performance appraisals.

　　Participate in COOP planning and exercises.

　　Other duties as assigned.

　　Qualifications

　　High school diploma or GED equivalent required and 5+ years of relevant DoD IT experience

　　BA/BS degree preferred

　　Current DoD 8570 IAT II certification (e.g.: CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)

　　Active TS/SCI clearance required

　　Knowledge, Skills, and Abilities

　　Team player with good interpersonal skills.

　　Strong customer service; strong written and verbal communication skills.

　　Ability to prioritize, multi-task, and complete service requests and other tasks promptly

　　Strong organizational skills; attention to detail.

　　Must have advanced working knowledge of Windows OS and a variety of computer software applications Office 365 Suite, including Word, Excel, Visio, PowerPoint, Outlook, SharePoint, and MS Teams.

　　Experience managing/processing SAAR DD Form 2875 preferred.

　　Proactive, team player, willing to learn new IT skills.

　　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 IT Enterprise Services, 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