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  • Natick, MA

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Help Desk Specialist

Chenega Corporation • Natick, MA

Posted 1 month ago

Job Snapshot

Experience - 1 years
Degree - High School
Other Great Industries
Customer Service, Information Technology

Job Description



Company Job Title:

Help Desk Specialist


Secret with NACLC

Location: Natick, MA

Reports To:

Program Manager

FLSA Status:

Non-Exempt, Full Time, Regular

  • The Help Desk Specialist will provide support for end users by installing hardware/software upgrades, troubleshooting, system configuration and other effective IT Help Desk functions.


Duties and Responsibilities:

  • Operate the Service Desk with systems support, to include providing local touch labor, remote administration actions and on-site services for walk-in inquiries.

  • Provide support for end users by installing hardware/software upgrades, providing complex troubleshooting and problem solving, system configuration, creating, implementing and documenting procedures and other functions to provide an effective IT Service Desk.

  • Install “approved for use” desktop software.

  • Perform analytical, evaluation, management, and maintenance duties related to local network connected system components and personal computers (PC), software, peripherals and functionality of automated data processing and communications equipment. Evaluate and analyze network access, hardware and software.

  • Provide support for trouble tickets relating to network system access and Government issued computing devices. Provide and implement a solution that returns equipment to a fully operational state. Provide support onsite, desk-side, over the phone, or via remote access. Coordinate as necessary with the customer to provide the requested resolution. Configure networked devices according to STIGs.

  • Provide guidance on the use of baseline software to end users. Maintain a web portal page for related information to keep users informed of IT news such as new software rollouts, best practices and changing guidance.

  • Follow SOPs for tracking and updating tickets. Monitor the queue for incoming tickets; contact users for any clarifications necessary.

  • Use and contribute to a central repository which contains procedures, troubleshooting steps, resolutions, etc. pertaining to the incidents and resolutions they encounter in their work assignments.

  • Mitigate failed patches and updates. Apply updates and or patches when electronic application means do not exist.

  • Take necessary actions to mitigate all systems known to be at rick during the 7-day period prior to a planned quarantine event as determined by the IAVM process. Mitigation efforts shall involve contacting the user with instructions, checking systems for compliance, manually installing patches and/or system reboots.

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

  • Coordinate with other Service Desks and/or vendors as required to accomplish assigned work.

  • 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 or GED required
  • Minimum 1 year of Service/Help Desk Support or related experience required

  • Valid IAT I certification required
  • Must obtain Windows 10 certification within one week of start date

  • Secret Clearance with NACLC required

Knowledge, Skills and Abilities:

  • Strong communication skills, both written and oral.

  • Strong customer service and excellent interpersonal skills.

  • 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 obtain Windows 10 certification within one week of start date.

  • Ability to occasionally work after hours and/or on-call support.

  • Ability to meet and maintain minimum security clearance requirements.


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: 1900001151
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