Help Desk Analyst

Help Desk Analyst

San Antonio, TX

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 Help Desk Analyst will respond to incoming help and service requests from end users which may be submitted in‑person, via telephone, e‑mail, or Mattermost, and resolve issues in a timely and courteous manner.

• Setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, multifunction machines, etc.
• Field incoming help requests from end users via both telephone and e‑mail in a courteous manner.
• Build rapport and elicit problem details from help desk customers.
• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN, WAN, VPN, the internet, and new computer technology, communicating solutions to end‑users.
• Prioritize and schedule problem resolutions.
• Escalate problems when required to the appropriate next level.
• Use ticketing system to record, track, and document Help Desk requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources on the internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software.
• Perform preventative maintenance, including checking and cleaning workstations, PCs, laptops, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post‑resolution follow‑up to help requests.
• Provide one‑on‑one end‑user problem resolution for approved software.
• Receive, deliver, tag, set up, and assist with the configuration of end‑user hardware, software, and peripherals.
• Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
• Assign username, password, and access right permissions for multiple proprietary applications as well as client software.
• Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
• Manage effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability.
• Other duties as assigned.

• High school diploma or GED and 2+ years of related experience
  • Experience using Windows Deployment Services for client imaging
• CompTIA Security+ certified or government‑approved equivalent
• Current/valid US driver’s license required
• Secret clearance is required

• Microsoft Excel and Word at intermediate skill level.
• Detail‑oriented and the ability to effectively coordinate multiple resources, multitask in a fast‑paced environment, and work under limited supervision.
• Ability to communicate, oral and written, effectively with management on all levels, strong relationship building, and customer service skills.
• Possess an understanding of inventory planning and control concepts and principles.
• Ability to work both independently and in a team environment is essential.
• Must possess an understanding of…