VIP Help Desk Senior (Class)

Req ID: 36902

Summary

VIP Help Desk Senior (Class)

Arlington, VA

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 VIP Help Desk Senior (Class) is a dedicated Tier II support professional embedded with a high-visibility technical office. This role combines advanced customer service capabilities with deep technical troubleshooting skills to ensure seamless and reliable client-side support. The VIP Help Desk Senior (Class) serves as the go-to technical expert for end-user support within the assigned office, proactively resolving IT issues, maintaining systems, and advising staff on technology usage to minimize downtime and disruption.

Responsibilities

• Provide onsite and remote Tier II support to all users, with a focus on VIP users within a designated technical office
• Troubleshoot and resolve hardware, software, and network issues on desktops, laptops, mobile devices, printers, and peripheral equipment
• Deliver white-glove service tailored to the expectations of senior technical leadership and mission stakeholders
• Manage user accounts, profiles, and permissions in Active Directory and Exchange
• Support VPN, VDI, and remote access troubleshooting for teleworking staff
• Configure, install, and maintain client workstations and mobile computing devices
• Maintain compliance with cybersecurity policies, patching standards, and approved software baselines
• Serve as the liaison between VIP users and other IT support teams (network, server, cybersecurity) to coordinate timely resolutions
• Track incidents and requests in a ticketing system; ensure accurate documentation and timely closure
• Develop user guides or quick-reference materials for non-technical users
• Other duties as assigned

Qualifications

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science, Engineering, Business, or Communications) OR
• Associate degree with 2+ years of relevant IT experience OR
• High school diploma or GED equivalent required with an additional 4+ years of directly related IT experience in lieu of a degree
• 5+ years of experience in an IT support/help desk role with Tier II responsibilities
• CompTIA Security+ or equivalent DoD 8570 baseline certification
• U.S. Citizen with active TS/SCI clearance

Knowledge, Skills, and Abilities:

• Strong understanding of Windows 10/11, Microsoft Office 365, and standard desktop hardware
• Familiarity with Active Directory, Group Policy, DNS, and DHCP
• Knowledge of ticketing systems (Jira Service Management (JSM), ServiceNow, Remedy, or equivalent)
• Excellent interpersonal and communication skills to support VIP-level users with tact and discretion
• Ability to work independently in a high-tempo, high-visibility environment
• Proven troubleshooting and diagnostic skills for client-side issues
• Customer-focused mindset with attention to detail and urgency in resolving problems

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.

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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