Help Desk Technician Senior

Chenega MIOS • $98K — $125K *
US-AnywhereRemote in Virginia, US
Information Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High school diploma or GED equivalent
  • 8+ years of logistics/operations/technical support experience or equivalent
  • DoD 8570 IAT II certification (Security+ minimum)
  • Active Secret security clearance
  • Pass background and drug screening successfully

Responsibilities

  • Lead maintenance and updates of the service desk ticketing system
  • Coordinate with external support stakeholders for diverse network and systems
  • Install and maintain desktop/laptop images for various classified and unclassified networks
  • Monitor and address cybersecurity vulnerabilities during maintenance activities
  • Configure and troubleshoot hardware issues including PCs and peripherals
  • Manage user accounts and Active Directory functions
  • Support and operate secure and non-secure video communication systems
  • Develop and document service desk SOPs and user troubleshooting guides

Benefits

  • Remote work with occasional onsite compliance checks
  • Opportunity to collaborate with various external service desks
  • Involvement in cybersecurity and advanced IT operations
  • Access to a comprehensive range of support technologies and systems
Full Job Description
Help Desk Technician Senior

Ft Belvoir, VA - Remote

The Help Desk Technician Senior possesses and applies a comprehensive technical knowledge across key tasks and high-impact assignments and can provide customer-centric support to network users regardless of domain. The Help Desk Technician Senior delivers services, staff, and expertise to operate and maintain service desk functions that provide a ticketing system, operational support, and troubleshooting onsite or remotely as required by Tier I, Tier II, and Tier III technicians.

Responsibilities

  • Site Lead in the maintenance and updates to the service desk ticketing system, where each request is assigned a ticket to the appropriate personnel.
  • Site lead with external support stakeholders as needed to support Non-classified Internet Protocol Router (NIPR), Defense Research and Engineering Network (DREN), Secure Internet Protocol Router (SIPR), Joint Worldwide Intelligence Communication System (JWICS), Secure Defense Research and Engineering Network (SDREN), Design, Development, Test, and Evaluation (DDTE), Battle Lab Collaborative Simulation Environment (BLCSE), Amazon Web Services (AWS) GovCloud, and other external service desks as required.
  • Install, maintain, and support baseline desktop/laptop images provided by Regional Network Enterprise Center (RNEC) Ft. Belvoir for NIPR and SIPR and Intelligence and Security Command/Ground Intelligence Support Activity (INSCOM/GISA) for JWICS, including Microsoft Windows operating systems, Office 365 Pro Suite of applications, including MS Teams and Outlook and other applications, like Adobe Acrobat, MS Edge, Google Chrome, computer drivers, encryption tools, and required security patches.
  • Monitor, remediate, and report any cybersecurity vulnerabilities and relevant changes applied during maintenance activities, including patches applied to resolve open IAVMs or configuration changes that affect compliance with applicable NIST SP 800-53 security controls.
  • 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.
  • 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 user account management support from creation through deletion, including SIPR token management for NIPR, DREN, SIPR, JWICS, SDREN, DDTE, BLCSE, and AWS GovCloud.
  • User accounts currently include Capability Program Executive Enterprise Software and Services (CPE ES2), PM LOG FIN, PM HR FM, BTS, and ATR.
  • Support 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, 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.
  • Shall 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. (The contractor shall schedule rooms, connections, and operate VTC equipment on a needed basis.)
  • Additional duties include but not limited to leading and directing systems analysis techniques and procedures, that include consulting with adjacent organizations to determine hardware, software, or system functional applications.
  • Other duties as assigned


Qualifications

  • High school diploma or GED equivalent
  • 8+ years or more of logistics/operations/technical support or equivalent combination of education and experience
  • DoD 8570 IAT II (Security+ minimum)
  • Secret security clearance required
  • Successfully pass background and drug screening


Preferred Qualifications:
  • Bachelor's degree and 6+ years of experience (preferred)


Knowledge, Skills, and Abilities:
  • Must have an advanced knowledge of a variety of computer software applications, including word processing, spreadsheets, database (MSWord, Excel, Access, PowerPoint), and Outlook.


Teleworking Permitted?

Yes

Teleworking Details

remote but some have to come in (to the address provided) once a quarter for compliance assurance on the SCIF

Estimated Salary/Wage

USD $98,900.00/Yr. Up to USD $125,000.00/Yr.

About Chenega MIOS

Chenega MIOS Careers

Joining Chenega MIOS offers a unique opportunity to become part of an exceptional team of professionals operating in a variety of fields. This company is renowned for its commitment to innovation, leadership, and professional growth, making it a prime choice for those looking to advance their careers.

Explore Job Opportunities

Chenega MIOS provides a plethora of job opportunities that cater to a diverse range of skills and interests. Each position at Chenega MIOS is designed to challenge team members while providing them with the tools to succeed. Prospective employees can expect to find themselves at the forefront of industry developments, working alongside seasoned professionals.

Experience the Culture and Benefits

Chenega MIOS is dedicated to fostering a workplace culture that values diversity and inclusion. Employees enjoy a comprehensive range of benefits designed to support both their professional and personal lives. From health and wellness programs to continuous learning and development opportunities, Chenega MIOS ensures that team members are well taken care of.

Internship Programs

For those beginning their career journey, Chenega MIOS offers internship programs that provide invaluable industry experience and exposure to real-world projects. Internships are a cornerstone of the company's commitment to nurturing new talent and equipping them with the necessary skills to excel.

Professional Growth and Development

Career advancement is a key focus at Chenega MIOS. Employees are encouraged to engage in ongoing professional development through workshops, seminars, and diversity training. The company supports career progression through leadership training programs that prepare individuals for future roles within the company.

Join the Team

Chenega MIOS is actively hiring and looking for individuals who are passionate, curious, and driven. Those interested in applying are encouraged to submit their resume and prepare for an interview process that values insight, experience, and a capacity for teamwork.

Networking and Innovation

At Chenega MIOS, networking and innovation go hand in hand. Employees are encouraged to collaborate across departments and utilize their unique perspectives to contribute to groundbreaking projects. This collaborative environment is integral to the company's success and helps foster a sense of community and shared purpose.

Stay Connected

Keep up to date with the latest from Chenega MIOS by exploring their Careers page for insights into the company's culture, upcoming job opportunities, and industry news. Personalize your experience by signing up for job alert emails tailored to your career preferences and discover the exciting and rewarding opportunities that await at Chenega MIOS.

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Industry
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* Ladders Estimates

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