Help Desk Lead

Overview

Help Desk Lead

Kings Bay, GA

Chenega Analytic Business Solutions (CABS) provides federal agencies and commercial customers with trusted insights into Records and Information Management, Administrative Solutions, Information Technology, Engineering, and Training. Formed in 2017 to serve federal and commercial customers, CABS is 8(a) certified and has grown quickly into a leader in the federal IT and Training environment.

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!

The Help Desk Lead will provide expert advice and support services with IT security and business technologies, in connection with the Strategic Systems Programs (SSP) and Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

Responsibilities

• Serve as point-of-contact between the end-user community, on-site support personnel, and hardware maintenance vendors.

• Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.

• Administer "loaner" devices, including laptops, broadband cards, devices, projectors, etc., check out monitors, and record unit returns according to SSP policies.

• Maintain and update a detailed knowledge base to assist the help desk and other support personnel in providing competent, timely user assistance.

• Maintain and route updates for SPK IT CCB approval to the current set of SPK Standard Operating Procedures (SOPs), ensuring that local procedures are only created and maintained when enterprise procedures are not sufficient for unique local requirements.

• Responsible for installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems by local and enterprise configuration management procedures.

• Maintain and manage SPK expendable hardware and software inventory.

• Manage all software and ensure functionality is maintained.

• Manage the maintenance and repair of all IT equipment.

• Create and electronically provide a web-based monthly newsletter discussing changes to, enhancements of, and customer tips for more effective use of SWFLANT IT applications and systems.

• Provide one-on-one new-user orientation and training for end-users who are mastering desktop application functions, including basic user training for all software in SWFLANT's approved application portfolio.

• Manage and support mobile SSP/SWFLANT mobile devices.

• Serve as property custodian and maintain management and control of government IT equipment.

• Manage and support VTC and conference room hardware and software and multimedia systems.

• Manage and track printer/plotter toner inventory.

• Manage, track, and audit the location of all hardware and software.

• Receive, tag, and record all new IT equipment.

• Coordinate the disposal and transfer of IT equipment to SPK16-approved facilities.

• Provide quarterly IT hardware additions, deletions, corrections, and changes by line item detail to SPK16.

• Provide a completely certified reconciled listing of all government-controlled IT hardware and software to SPK16 and Information Systems Security Manager/Information Assurance Manager (ISSM/IAM) for reporting purposes annually.

• Provide Help Desk functions, including providing 1st level/ad hoc assistance for problem resolution/questions, triage, referral, and tracking of 2nd and 3rd level problems.

• Provide end-user notification and follow-up to assure the SSP and SPK community that their requests are being handled in a professional and timely manner, including customer callbacks.

• Publish customer notifications of scheduled or emergent system outages.

• Develop and maintain web-based and self-help/FAQs based on recurring calls.

• Provide traceability and inventory verification for equipment custody transfers, including workstations, printers, government-owned PEDs, scanners, and projectors by approved SWFLANT property accounting procedures and following SPK16 guidelines for excessing non-repairable or obsolete items.

• Manage and conduct a weekly status review with SPK16 and refer Out-of-Scope Calls/Tickets to SPK16.

• Provide customer service satisfaction survey results to SPK16 monthly.

• Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.

• Create a web-based newsletter for monthly CDRL.

• Complete annual company and customer training requirements according to established policies and procedures.

• Record labor hours daily in an online corporate system.

• Travel up to 10% as required.

• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent required.

• 5+ years of related work experience.

• Must possess and maintain a valid U.S. driver's license.

• Cyber Security Workforce required security and operating system certification, or government-approved equivalent required at the time of hire.

• Windows certification within 6 months of hire.

• Secret clearance with the ability to obtain a top-secret clearance.

Knowledge, Skills and Abilities:

• Obtain certification requirements, including classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Intermediate/ Journeyman, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).

• Working knowledge of Microsoft Windows 10, Microsoft Office Suite 2016, CISCO Technology, and Checkpoint Firewall R80.XX and VMware are preferred.

• 4+ years working for an organization that had Office of Polar Programs/NSF remote field camp and research as an activity where direct safety support was required, preferred.

• Experience working directly with university or institution Risk Management Offices that have research associated with NSF/OPP, preferred.

• Experience working in the unique environments within the Arctic and/or Antarctic OPP stations and have physically been onsite at such a location within each program (e.g., Summit Station, Greenland and McMurdo Station, Antarctica), preferred.

• Ability to provide on-call support for critical services outside of normal working hours, adding any request to the SPK Help Desk database.

• Expert knowledge of PC/client repair and maintenance (hardware/software).

• Possess strong leadership and customer service skills.

• Must be well organized, an effective communicator at multiple levels, and able to grasp system concepts and communicate their applications.

• Ability in learning new systems and associated software applications for proficient execution of tasks and managing multiple tasks with time-related constraints in a fast-paced environment.

• Ability to travel up to 10% as required.

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/

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