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Job Details

Help Desk Analyst

Company name
Chugach Management Services, Inc.

Patrick Afb, FL

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Help Desk Analyst




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.


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.


Help Desk Analyst



Requisition ID:


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Company info

Chugach Management Services, Inc.

Company Profile

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