Senior Help Desk Technician
Company: Chenega Corporation
Location: Alexandria
Posted on: May 28, 2023
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Job Description:
Senior Help Desk Technician
Alexandria, VA Join our Talent Network
Chenega IT Enterprise Services is currently seeking talented
individuals to add to our Talent Network. Senior Help Desk
Technician
Summary:
TheSenior Help Desk Technician leads a team that provides the
services, staff, and expertise to operate and maintain the AGC
Service Desk functions, including the ticketing system and
operational support and troubleshooting onsite or remotely as
required by Tier I, Tier II, and Tier III technicians.
Duties and Responsibilities:
+ Coordinate with supporting agencies as needed to support
Non-classified Internet Protocol Router (NIPR), Defense Research
and Engineering Network (DREN), Secure Internet Protocol Router
(SIPR), Joint Worldwide Intelligence Communications Systems
(JWICS), Secret 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.
+ Provide user support for Video Teleconference (VTCs), account
management, patching and vulnerability management support,
inventory, asset management, and tracking to maintain Tenant
Security Plans for NIPR and SIPR and Approval To Connect (ATC)
plans for JWICS and support for Data Transfer Across domain
activities.
+ Lead service desk functions, including installing computer
equipment (printers, multi-function devices, VTC, and VOIP devices)
and software and returning malfunctioning devices to full
operation.
+ 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.
+ Lead the service desk efforts to 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 TSP and ATC documents, provide documented responses to
programmatic data calls and metrics, and input to monthly and
weekly activity reports and other deliverables, while adhering to
program quality standards.
+ 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.
+ Other duties as assigned.
Minimum qualifications:
+ BA/BS degree required
+ Masters degree in management or a technology field preferred
+ 10+ years of DoD experience
+ DoD 8570 IAT II certified
+ Security+ minimum
+ ITIL preferred
+ TS/SCI clearance required
+ The position requires a COVID vaccination or an approved
accommodation/exemption for a disability/medical condition or
religious belief
Knowledge, Skills and Abilities:
+ Must have an advanced working knowledge of a variety of computer
software applications with word processing, spreadsheets, database
(MSWord, Excel, Access, PowerPoint), and Outlook
+ Strong technical knowledge of current network hardware,
protocols, and standards, and strong technical knowledge of
telecommunications, networks, and PC operating systems
+ Ability to properly apply STIGS as needed
+ Familiarity with System Center Configuration Manager (SCCM),
Window Server Update Services (WSUS), SHAVLIK, and other patching
tools
+ Ability to understand IAVAs and remediate issues as needed
Join our Talent Network
Keywords: Chenega Corporation, Alexandria , Senior Help Desk Technician, Professions , Alexandria, Virginia
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