Senior Help Desk Technician

Summary Senior Help Desk Technician Kings Bay, GA

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!

Astraeus Operations (AO) is an SBA-certified 8(a) Small Disadvantaged Business (SBD) subsidiary of the Chenega Corporation, an Alaska Native Corporation (ANC). We are a small business with large business capabilities due to our shared-services Program Management Office (PMO) structure. Through our ISO 9001:2015 certification, we can accomplish the full range of contract services including financial, human capital, recruiting, procurement, security, and technical resources to achieve contract mission requirements.

As a result, our ‘small business – big capability’ dynamic benefits our clients through consistent communications and straight-lined workflows, ensuring our accountability to our clients for successful mission fulfillment.

In plain terms, our clients gain a team that’s on the same page to achieve and support the client’s mission. We vigorously respond to clients’ requests without additional costs, delays, or inefficiencies that are often experienced with larger, more cumbersome organizations. AO is eligible for sole source, direct awards up to $100M for DOD and up to $25M for other federal agencies, without J&A.

Astraeus is the easy button for a client wishing to take advantage of the rapid, agile, and flexible sole source procurement option. Combined with the shared PMO services, Astraeus offers highly competitive labor rates to fulfill day-to-day contract operations.

The Senior Help Desk Technician will provide high-quality IT support services in both classified and unclassified environments ving as the senior technical specialist under the Help Desk Manager, this position bridges oversight and execution—guiding junior technicians while directly supporting end‑users. The Senior Help Desk Specialist ensures compliance with the Statement of Work (SOW), Cyberspace Workforce (CWF) requirements, and DoD/Navy IT standards while maintaining superior customer service.

• Provide immediate, real-time assistance to end-users for trouble calls, service requests, and technical questions.
• Troubleshoot and support VPN, VDI, and Secure  access for remote users and telework personnel.
• Install, configure, and support desktop applications and operating systems in response to Help Desk requests.
• Deliver desk-side support for issues unresolved by phone or email, including classified and unclassified computing environments.
• Assist with special IT projects, system relocations, and VIP/inspection support.
• Create and maintain user documentation, quick reference guides, and training resources (FAQs, tutorials, newsletters).
• Track, triage, and elevate Help Desk tickets, ensuring timely closure and proper documentation in the Call Tracking System.
• Provide feedback and mentoring to junior Help Desk Technicians; act as a senior escalation point for complex issues.
• Maintain and support mobile devices, loaner equipment, and peripheral systems (printers, projectors, etc.).
• Participate in Configuration Control Board (CCB) processes and coordinate with network, systems, and IA teams for cross-functional support.
• Maintain accountability and traceability of IT equipment in accordance with property management policies.
• Support customer communication, including notifications for outages, service updates, and customer callbacks.
• Prepare inputs for required contract deliverables (CDRLs), including metrics reporting and customer satisfaction surveys.
• Other duties as assigned

• High school diploma or GED required
  • Associate degree preferred.
• 3+ years of IT support/help desk experience in a DoD or enterprise IT environment.
• Must meet DoD 8570.01-M / DoDM 8140 IAT II certification requirements. Work Role: DCWF Code 411 –…