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  • Sierra Vista, AZ

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Help Desk Specialist, Sr

Chenega Corporation • Sierra Vista, AZ

Posted 8 days ago

Job Snapshot

Full-Time
Experience - 3 years
Degree - High School
Other Great Industries
Customer Service, Information Technology

Job Description

CHENEGA IT ENTERPRISE SERVICES, LLC  

Company Job Title: Help Desk Specialist, Sr     Clearance: Secret Location: Fort Huachuca, AZ Reports To: Program Manager FLSA Status: Non - Exempt, Full Time, Regular        

  Summary: The Help Desk Specialist, Sr. will be responsible for ensuring the timely process through which problems are controlled to include problem recognition, research, isolation, resolution, and follow-up steps. The Help Desk Specialist, Sr position typically involves use of problem management database and help desk system. Requires experience and understanding of MIS environment.   Duties and Responsibilities:
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Assist in all phases of help desk support in order to insure tickets are coordinated, monitored, logged, tracked, and resolved appropriately
  • Assist in maintaining responsibility for development, maintenance, and integrity of help desk software.
  • Performs troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  • Provides remote and on-site troubleshooting for hardware and software support.
  • Troubleshoots and supports Windows operating systems, MAC OS, advanced MS Office product issues, and other IT issues.
  • Upgrades software components as required.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Test fixes to ensure problem has been adequately resolved.
  • Develop help sheets and knowledge base articles for end users.
  • May provide guidance/training for less-experienced personnel
  • Other duties as assigned
  Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • High School Diploma/GED and 3 years similar experience, OR Associate’s Degree and 1 year experience, OR Bachelor’s Degree
  • IT Level III required
  • iWATCH; AR 25-2 - IA Awareness; AT Level I; Level I OPSEC; CUI; ALMS Security; AHIMA HIPAA – Privacy and Security training required Secret clearance required
  Knowledge, Skills and Abilities:
  • Ability to work shift type schedule
  • Leadership and self-direction skills are highly desired. Ability to solve complex problems utilizing creative thinking skills.
  • Strong communication skills.
  • Ability to critically analyze and understand the systems and communicate system requirements to the customer and leadership.
  • Ability to travel as required.
  • Ability to meet eligibility requirements of a government security clearance for access to classified information
  Physical Demands:(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
  Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions.  Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
  Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.
Job ID: 1900000166
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