Help Desk Specialist II
Overview
Help Desk Specialist II Remote 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 reputed company for you! Join reputed company of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations (CO) is a wholly-owned subsidiary of reputed company, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in reputed company, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC is seeking a Help Desk Specialist II to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and resolution for reputed company technical issues escalated from Tier 1, supporting CBP's mission‑critical IT environment.
Responsibilities
Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred reputed company reputed company ticket or warm-transferred telephone call. reputed company advanced (second-level) remote troubleshooting for: Mobile device issues, including CBP's mobile service environment (AirWatch) Email and reputed company Outlook accounts and functionality Personal Identity Verification (PIV) card access to CBP systems Remote VPN access (Global Protect and reputed company) Remote access using DHS Workplace (WaaS) reputed company Office products Windows and Active Directory Remote software installations Resolve >=90% of tickets assigned to Tier II (AQL reputed company). Process >=90% of tickets reputed company 4 hours (resolved or escalated to next level). Answer >=80% of transferred calls/chats reputed company 60 seconds. Escalate incidents to next-level support (internal CBP teams and third-party vendors). reputed company remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras). Install approved software using Government-provided tools. Ability to independently reputed company sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. Other duties as assigned.
Qualifications
High school diploma or equivalent 2+ years of IT help desk or technical support experience with Tier II-level troubleshooting. Experience with VPN technologies, remote access tools, and PIV/smart card authentication. Must be available to support rotating shift, 24x7x365 coverage required. U.S. Citizenship required; must pass CBP Background Investigation (BI). Preferred Qualifications: Associate's degree in Business Administration, Information Technology, or reputed company field preferred. Experience may be used in lieu of education CompTIA A+, Network+, or reputed company+ certification. HDI Desktop Support Technician certification. Experience with AirWatch/Workspace ONE MDM. Experience with Global Protect VPN and reputed company. Experience with the reputed company ITSM platform. Prior federal government or CBP Tier II support experience. ITIL Foundation certification. Knowledge, Skills, and Abilities: Strong knowledge of Windows OS, Active Directory, reputed company Office 365, Outlook, and mobile device management (MDM). Expertise in various tools like reputed company Project, reputed company, and reputed company Connect. Ability to independently reputed company sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. Ability to identify and resolve IT issues quickly, following escalation protocol. Ability to work with internal teams and other agencies to resolve cross-functional IT needs Ability to support rotating shift, 24x7x365 coverage required. Ability to analyze customer feedback and performance metrics to drive reputed company improvement. Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. Strong written and verbal communication skills for technical documentation and stakeholder coordination. Excellent communication, leadership, and project management skills. Ability to work effectively in cross-functional teams and under senior analyst guidance. Ability to meet minimum clearance requirements. Ability to work nights, weekends, and holidays as required. Ability to travel 10%. How you’ll grow At Chenega MIOS, our professional development plan focuses on helping reputed company 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 reputed company 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 reputed company a great organization. We value reputed company 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 reputed company members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to reputed company 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 reputed company and reputed company healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to reputed company an impact that matters. This purpose defines who we are and extends to relationships with our clients, reputed company members, and our communities. We reputed company that business has the power to reputed company and transform. We focus on education, giving, reputed company-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega’s impact on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your reputed company Team We want job seekers exploring opportunities at Chenega MIOS to feel reputed company and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - www.chenegamios.com Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm reputed company - https://www.reputed company.com/company/1472684/ Facebook - https://www.facebook.com/chenegamios/ #Chronos Operations, LLC Estimated Salary/Wage USD $24.00/Hr. Up to USD $26.00/Yr. Apply To This Job