Lead Help Desk Technician

Req ID: 35811

Summary

Lead Help Desk Technician

Remote

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, 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!

Chenega Systems (CS) provides federal agencies empowered solutions in Cybersecurity and Data Visualization. Our Subject Matter Experts offer decades of experience working in the federal marketplace and the data visualization environment.

The Lead Help Desk Technician provides superior customer service and acts as the first line for fielding and performing the initial screening of customer related incidents being reported and will assist the customers in identifying the nature of the incident and initiate discussions with the appropriate parties. The Lead Help Desk Technician is responsible for answering queries and addressing system and user issues in a timely and professional manner. The Lead Help Desk Technician will also be responsible for supervising and evaluating the performance of Tier 0 Help Desk Technician(s).

Responsibilities

• Receive customer help desk phone calls and service requests for support.
• Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets.
• Implement incident management processes.
• Provide daily, weekly, monthly, and quarterly incident management reports and status reports.
• Create a schedule for Tier 0 technicians.
• Manage all Tier 0 technicians.
• Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process, with detailed analysis and resolution steps.
• Evaluate and provide feedback on the performance of Tier 0 Help Desk Technician(s).
• Other duties as assigned.

Qualifications

• Associate degree required
• 3 years relevant experience.
• CompTIA Security certification required
• Microsoft Certified: Azure Fundamentals and/or Microsoft Certified: m365 Fundamentals are highly desired
• Must be a US citizen
• Background check required

Knowledge, Skills, and Abilities:

• Experience with Agile and/or federal software development environments preferred
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
• Excellent Microsoft Office skills (Word, Excel, and other applications)
• Ability to train end users on frequently asked technical issues
• Ability to provide technical assistance and support over the phone
• Good phone skills, professional demeanor, and previous customer service experience are strongly desired
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it

How you’ll grow

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.

Benefits

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

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI\_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

\#Chenega Systems, LLC

Teleworking Permitted?

Yes

Teleworking Details

Fully remote

Estimated Salary/Wage

USD $70,600.00/Yr. Up to USD $86,528.00/Yr.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program