Tier 2 Help Desk Analyst

Overview

Arlington, VA — Are you ready to enhance your skills and build your career in a rapidly evolving business climate? If professional development is embedded in your employer’s core culture, 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.

We deliver essential technology services to our customers in support of their missions to sustain national security and provide services to our nation. Securi Gence is seeking a Tier 2 Help Desk Analyst to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

• Answer calls, perform request fulfillment actions, provide functional user support, address training issues, conduct initial diagnostics/troubleshooting, manage accounts, and provide password services; diagnose and resolve issues on unclassified and classified office information systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• Provide second-level problem identification, diagnosis, and resolution of problems.
• Maintain and restore customers’ IT Operations with minimal impact on business activity.
• Provide tier 2 support to end users for PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend system modifications to reduce user problems.
• Provide local and remote Technical Support Services for end-user support on multiple networks within the agency.
• Develop and document process and procedural enhancements and assist other departments for continuous process and service improvement.
• Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards.
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• May provide leadership to small teams or team members.
• Other duties as assigned.

• Bachelor's degree. Can be substituted for an Associate's degree with 2+ years of relevant experience.
• 5+ years of Information Technology (IT) experience.
• DoD IAT Level II Certification is required.
• DoD Top Secret Clearance is required.

• Understanding of applying basic security principles to the computing environment (CE).
• Ability to troubleshoot hardware and software problems related to desktop computers, printers, scanners, iPhones, video/teleconferencing systems, and peripherals.
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products, including Windows and Office, and all aspects of Windows security and Microsoft desktop products.
• Experience installing and supporting workstation hardware and software.
• Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills and excellent customer service skills.

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.

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of…