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Help Desk Analyst
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-88315643

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Wolf Creek Federal Services

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  Job posted:   Sat Apr 14, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Help Desk Analyst
Who we are and what we do...
Make more than money. Make a difference.
**Chugach Government Solutions (CGS) and subsidiaries...**
Our Mission is to set the standard for first-class business services in the global market. We offer an exciting work environment, competitive compensation, and excellent benefits.
CGS is a unique organization, capable of meeting the needs of the government through a long-range program of business planning, training, and sound business practices. CGS is the federal division of Chugach Alaska Corporation (Chugach), one of the twelve original Native Regional Corporations formed under the Alaska Natives Claims Settlement Act of 1971. Chugach is privately owned by Alaska Natives, and stock is not publicly traded.
CGS is a seasoned government contractor providing a wide span of services to our federal customers with over 25 years of experience in the industry. We seek consistency in quality and actively innovate, finding new ways of doing business that adds value to our customers. CGS currently operates on Department of Defense installations sprinkled across the United States and at OCONUS locations spread across the globe. With 12 subsidiaries specializing in facility maintenance, IT/technical services, construction, and education services, CGS offers a unique depth of services equipped to support the most critical missions.
EEO/AA Employer; Shareholder Hire Preference.
**_Preference shall be given to eligible and qualified Chugach shareholders, spouses and descendants, and shareholders of other Alaska Native Corporations. Chugach makes every effort to identify, hire, train, and promote shareholders._ Chugach is an equal opportunity/affirmative action employer. The company shall not discriminate against any employee or applicant because of race, color, religion, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, protected veteran status, marital status, genetic information or any other factor protected by law. CGS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.**
**Summary/General Description of Job:**
Work as part of the Help Desk service team for IT and Production Control calls and work orders for the 45th Space Wing. The Help Desk supports Patrick AFB, Cape Canaveral Air Force Station and Ascension Island Auxiliary Air Field. Researches and resolves complex trouble tickets. Support the business needs of the corporation with superior customer service.
**Essential Duties & Job Functions:**
* Resolve complex IT and Production Control Help Desk calls and work orders using non-standard methods.
* Identify trends in issue reporting and come up with preventative solutions.
* Monitor Remedy system for trouble tickets and NOTAMs.
* Document and report Network Mission outages or events to the Command Post
* Submit Remedy Tickets for new accounts, modifications, or deletions.
* Coordinates Launch Freezes and helps establish alternate routes for ASI's; submits PONDS, and provide status updates.
* Manage Classified Message Incidents.
* Ensure Work Centers complete or defer PM's monthly.
* Responds to IT and Production Control Service Desk calls and Work Orders in a professional and courteous manner.
* Contact customers for over the phone troubleshooting.
* Attempt to resolve IT issues using Remote Desktop Connections if appropriate.
* Assign and route trouble tickets to applicable Production Work Centers and follow up through resolution.
* Maintains accurate and useful documentation to include Work Orders, Procedures, Checklists and Technical Instructions.
* Perform afterhours, on-call duty on a rotating base.
* Perform other related duties as assigned.
**Accountable For:**
* Timely completion of all work.
* Working closely and harmoniously with fellow workers.
* Adherence to all safety, health and privacy act rules and regulations.
* Strong Customer Service orientation.
* Environmental/health/safety.
* Works independently with little supervision.
* Excellent written and oral communication skills.
* Excellent listening and interpersonal skills.
* Associates Degree in Computer Science, engineering, or related field. Equivalent combination of education and experience may be considered.
* Minimum 4 years of related experience.
* Competence in Microsoft Office skills.
* Ability to write clearly and edit work for spelling and grammar.
* Competence in general computer operation skills.
* Ability to obtain and maintain a DoD Secret Clearance.
* Ability to pass and maintain a CompTIA Security+ CE certification within 6 months of hire.
* Bachelor's degree in computer science, engineering or related field.
* 6 years of related experience.
* Experience with Service Desk Ticket programs (ie. CIPS, REMEDY, etc.)
* CompTIA Security+ CE certification.
* Current DoD Secret Clearance.
This position is contingent upon contract award.
*Primary Location:* US-Florida-PATRICK AFB
*Schedule:* Full-time
*Travel:* Yes, 5 % of the Time
*Number of Openings:* 2
*Job Number:* FL910057
*Req ID:* FL910057

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