Summary Help Desk Specialist Arlington, VA - Telecommute 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!  Kapsuun Group (KG) provides federal agencies and the DoD with a customer-focused partner that has quickly become one of the established industry leaders in software engineering and intelligence operations. Mission success and customer satisfaction are our highest priorities. The Helpdesk Specialist will provide technical assistance and support for incoming queries and issues related to the Risk Management Information (RMI) System. The Helpdesk Specialist will ensure high quality and consistent technical support to help increase productivity and customer satisfaction along with creating and triaging feedback/trouble tickets as required by Tier I, Tier II, and Tier III technicians in the System. Responsibilities Ensure customer service is timely and accurate daily. Contribute to improving customer support by actively responding to queries and handling issues. Follow up with customers to identify areas of improvement periodically. Review incidents and escalations for timeliness and quality and take corrective action where appropriate. Analyze and report on daily server event logs and provide corrective action as required. Provide customer feedback to the appropriate internal teams, like developers, testers, and team members. Must be able to encounter unfamiliar technologies, applications, and situations, figure them out, and provide solutions that match both our customers and our company's needs. Review and assist in creating support documentation for the knowledge base from users to be posted on the application and dispersed to the user community. Perform systems administrator duties as required to identify the appropriate cloud-based services for computer, data, and security requirements. Responsible for monitoring, auditing, and tuning of the infrastructure. Other duties as assigned. Qualifications High school diploma or GED equivalent required Bachelor’s degree preferred 5+ years of Helpdesk/Desktop Support/ or Customer Service experience, or equivalent combination of education and experience. Background check required. Knowledge, Skills, and Abilities: Friendly presence, helpful attitude, good interpersonal skills, ability to work independently, and ability to work well with others. Knowledge of creating accounts and distribution lists and troubleshooting user permissions in Exchange/ Active Directory. Proficient with Microsoft Office Applications Ability to work in a home office setting as well as the ability to train end users on frequently asked technical issues. Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired. Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it. Ability to handle constantly changing flow of taskings; remain productive during slow times; be able to multi-task effectively during busy times; exercise patience and professionalism during stressful situations. Working knowledge of common operating systems and software applications. Must be organized, dependable, and detail-oriented. Must be able to meet deadlines and SLAs in a fast-paced, agile environment. Must have excellent verbal and written communication skills. Must follow DoD Information Assurance policies. 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.  Chenega MIOS News- https://chenegamios.com/news/    Tips from your Talent Acquisition Team  We want job seekers exploring opportunities at Chenega MIOS to feel prepared 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  LinkedIn - https://www.linkedin.com/company/1472684/  Facebook - https://www.facebook.com/chenegamios/ #Kapsuun Group, LLC