Help Desk Technician - CASE

Help Desk TechnicianChenega Advanced Solutions & Engineering, LLC (CASE) is currently a Help Desk Technician in support of our customer at the Joint POW MIA Command (JPAC) at Hickam AFB, Hawaii.Summary The Helpdesk Technician Investigates and resolves software and hardware problems of computer users. The Helpdesk Technician is responsible for installing, configuring, and maintaining workstations and peripherals; supporting barcode, digital imaging, video editing, and VTC equipment; providing user training as needed or directed, provisioning and supporting cell phones/PDAs, and troubleshooting problems encountered in COTS or GOTS software. MUST HAVE PREVIOUS EXPERIENCE IN A MEDICAL OR LABORATORY FACILITY.Must be able to to obtain and/or qualify for a Department of Defense Secret Clearance. Essential Duties and Responsibilities include the following. Other duties may be assigned.• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.• Prepares standard statistical reports, such as help desk incident reports.• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.• Consults with programmers to explain software errors or to recommend changes to programs.• Calls software and hardware vendors to request service regarding defective products.• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.• Writes software and hardware evaluation and recommendation for management review.• Writes or revises user training manuals and procedures.• Develops training materials such as exercises and visual displays.• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.• Installs personal computers, software, and peripheral equipment.Education and/or Experience Associates Degree in computer science or a related discipline and a minimum of four years’ related experience and/or training; or equivalent combination of education and experience. Help desk software preferred. Must have previous experience working in a medical or laboratory facility. Computer Skills Expert knowledge of Microsoft Office and Windows XP or Windows Vista Operating Systems, also knowledge of asset management Software.Certificates, Licenses, Registrations Must have active Secret Security Clearance, or be able to obtain one, current passport required, must be Microsoft Certified Desktop Support Technicians or have equivalent training. Security + Certification desired. Chenega Corporation is an EOE. AA/M/F/D/V. Native preference under PL 93-638.~cjActive DOD Secret Security ClearanceAdditional Information:Telecommute Percentage: 10%