Chenega Corporation Mid-Level Help Desk Tech in Boston, Massachusetts


Company Job Title:

Mid-Level Help Desk Technician




Boston, MA

Reports To:

Program Manager

FLSA Status:

Exempt, Full Time, Regular


The Mid-Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Essential Duties and Responsibilities:(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)

  • Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.

  • Builds rapport and elicit problem details from help desk customers.

  • Identifies, diagnoses, and resolves level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet and new computer technology; communicates solutions to end-users.

  • Prioritizes and schedule problems resolutions. Escalate problems (when required) to the appropriate next level.

  • Uses ticketing system to record, track, and document the Help Desk request

  • Applies diagnostic utilities to aid in troubleshooting.

  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

  • Identifies and learn appropriate software and hardware used and supported by the organization.

  • Performs remote fixes at the desktop level, including installing and upgrading software.

  • Performs preventative maintenance, including checking and cleaning of workstations, pc’s, laptops, printers, and peripherals.

  • Tests fixes to ensure problem has been adequately resolved.

  • Performs post-resolution follow-up to help requests.

  • Provides one-on-one end-user problem resolution for approved software.

  • Receives, delivers, tags, sets up, and assists in the configuration of end-user hardware, software and peripherals.

  • Supports Software/Hardware on equipment such as, Scanners, Copiers, Printers, Monitors and other peripherals.

  • Assigns user-name, password and access right permissions for multiple proprietary applications, as well as client software.

  • Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.

  • Manages effective inventory control of property and monitor system warrantee and support service programs to ensure maximum system uptime and availability.

Non-Essential Duties:

  • Other duties as assigned

Supervisory Responsibilities:

  • None

Minimum Qualifications:(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

  • High School Diploma/GED, and 2 years of related experience.

  • Experience using Windows Deployment Services for client imaging.

  • Cyber Security Work Force (CSWF) required operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or Government approved equivalent. Windows 10 is a plus

  • CompTIA Security certified or Government approved equivalent.

  • Secret clearance is required.

  • Current/Valid US Driver’s License.

Knowledge, Skills and Abilities:

  • Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.

  • Ability in learning new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast- paced environment.

  • Thorough working knowledge of the latest version of Microsoft Windows environment.

  • Familiar with configuring/set-up of Apple iOS

  • Thorough knowledge on PC/client repair and maintenance (hardware/software).

  • Strong customer service skills to include verbal communication


  • Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.


  • Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Organization: Chenega Applied Solutions

Title: Mid-Level Help Desk Tech

Location: Massachusetts-Boston

Requisition ID: 1800003923