Tier 1 Help Desk Analyst Arlington, TX

Tier 1 Help Desk Analyst

Location:

Arlington, TX.

Req

• Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management, and password services, diagnosing and resolving issues on unclassified and classified office information systems.
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Provides first-level problem identification, diagnosis, and resolution of problems.
• Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
• Provides tier 1 support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems 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 as needed 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.
• Meticulously record all incident details, including symptoms, error messages, and user information, within a ticketing system for tracking purposes.
• Effectively use internal knowledge bases and documented solutions to resolve known issues quickly.
• Familiar with ticket escalation to tier 2 support or other specialized teams, providing clear documentation of the issue and troubleshooting steps taken.
• Other duties as assigned.

• Associate's degree. Can be substituted with 2+ years of relevant experience.
• 3+ years relevant experience.
• DoD IAT Level II Certification is required.
• DoD Secret Clearance is required.
• Top Secret with SCI eligibility preferred.

• Understanding of applying basic security principles to the computing environment (CE).
• Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, PDAs (Blackberries), desktop video/teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
• 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 but not limited to Windows and Office, including 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 are a must.

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.