Helpdesk Subject Matter Expert- VA

1 month ago

Springfield, United States Chenega MIOS SBU Full time

Helpdesk Subject Matter Expert- VA

Springfield, VA Join our Talent Network

Chenega Agile Real-Time Solutions (CARS)

C-CARS-24-023

Company Job Title: Helpdesk Subject Matter Expert

Clearance: TS/SCI

Location: Springfield, VA

FLSA Status: Exempt, Full Time, Regular

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:

  • Responsible for providing technical assistance and support related to computer systems, hardware, or software

  • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution

  • Responds to email or chat messages for customers seeking help

  • Walks customers through problem-solving process

  • Runs diagnostic programs to resolve problems

  • Follows up with customers to ensure issue(s) were resolved

  • Gains feedback from customers about system usage

  • Runs reports to determine malfunctions that continue to occur

  • Creates a ticket in the approved incident management system for all support calls received; or route user support calls to appropriate IT Help Desk

  • Attempt First Call Resolution (FCR) for all requests received

  • Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.

  • Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts

  • Supervisory Responsibilities: Yes

  • 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 plus eight years of relevant experience

  • Operational experience with ServiceNow

  • Experience in the Intelligence Community

  • Exhibit excellent customer service, organizational and time management skills

  • DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification

Knowledge, Skills and Abilities:

  • Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written.

  • Must be able to handle confidential information with discretion.

  • Must be detail oriented with the ability to manage multiple tasks.

  • Motivated self-starters.

  • Attention to detail

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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