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Junior Helpdesk Specialist- VA
4 months ago
Springfield, VA Join our Talent Network
Chenega Agile Real-Time Solutions (CARS)
C-CARS-24-013
Summary:
Helpdesk Specialist provide superior customer service in support of customer request when contacting the Single-Point-of-Contact IT Service Desk.
This position is contingent upon contract award and government funding of the program.
Duties and Responsibilities:
- Assist in providing technical assistance and support related to computer systems, hardware, or software.
- Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
- Respond to email or chat messages for customers seeking help.
- Walk customers through the problem-solving process.
- Run diagnostic programs to resolve problems.
- Follow up with customers to ensure issue(s) were resolved.
- Gain feedback from customers about system usage.
- Run reports to determine malfunctions that continue to occur.
- Create a ticket in the approved incident management system for all support calls received or route user support calls to the appropriate IT Help Desk.
- Utilize Attempt First Call Resolution (FCR) for all requests received.
- Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
- Other duties as assigned.
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)- Bachelor's degree OR
- Associate degree OR
- High school diploma or GED equivalent and 1+ years of Information Technology experience or 3+ years of military experience or 1+ years of experience in a government agency work environment
- Relevant experience with the following:
- Operational experience with ServiceNow
- Experience within the Intelligence Community
- Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire
- TS/SCI clearance required
Knowledge, Skills and Abilities:
• Ability to obtain CI Poly clearance.
• Exhibit excellent customer service, organizational, and time management skills.
• Ability to work shift hours. Shift will be identified upon hire.
• Ability to work independently and yet be effective within a team setting.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications.
• Experience working 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 with good phone skills and a professional demeanor.
• Previous customer service experience strongly desired.
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program.
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