Help Desk Specialist

Summary

Help Desk Specialist

Hurlburt Field, FL

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 C2MS Help Desk Specialist provides first-line technical support for the Command-and-Control Mission Systems (C2MS) enterprise supporting Air Force Special Operations Command (AFSOC) personnel worldwide. The specialist serves as the primary point of contact for users experiencing hardware, software, account access, network, and mission application issues, ensuring timely resolution and continuity of mission operations.

This position delivers customer-focused support, incident management, account administration, and troubleshooting for operational and administrative systems while maintaining compliance with DoD cybersecurity and configuration management requirements.

Responsibilities

• Provide Tier I and Tier II technical support to C2MS users via phone, email, ticketing system, and in-person assistance.
• Receive, document, track, and resolve service requests and incident tickets within established service level objectives (SLOs).
• Troubleshoot workstation, laptop, peripheral, operating system, and application issues.
• Support Microsoft Windows operating systems, Microsoft 365 applications, and approved enterprise software.
• Assist users with account management activities, including password resets, account unlocks, and access requests.
• Escalate complex technical issues to system administrators, cybersecurity personnel, software developers, or engineering teams as required.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution records.
• Monitor help desk queues and ensure timely follow-up with customers.
• Assist with software deployments, workstation imaging, and system updates.
• Support inventory management, hardware accountability, and asset tracking activities.
• Develop and maintain user guides, knowledge base articles, and standard operating procedures.
• Participate in after-hours, on-call, or surge support activities when required.
• Ensure compliance with DoD, Air Force, AFSOC, and program-specific cybersecurity policies and procedures.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of experience providing IT help desk or desktop support services.
  • Experience supporting Microsoft Windows environments.
• Background check with the ability to obtain and maintain a DoD Secret security clearance.
• Successfully pass background and drug screening

Preferred Qualifications:

• Experience supporting DoD or Air Force information systems.
• CompTIA Security+ CE certification.
• CompTIA A+, Network+, or equivalent certification.
• Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM), Intune, or enterprise endpoint management tools.
• Familiarity with RMF, STIGs, and DoD cybersecurity requirements.
• Experience supporting geographically dispersed users and operational mission systems.

Knowledge, Skills, and Abilities:

• Familiarity with ticket management systems such as ServiceNow or equivalent.
• Basic understanding of networking concepts, Active Directory, and user account administration.
• Strong customer service, communication, and problem-solving skills.
• Strong troubleshooting and analytical skills.
• Ability to prioritize multiple service requests in a fast-paced operational environment.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with technical teams.
• Commitment to customer service and mission success.
• Ability to document technical procedures and maintain accurate records.

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/