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Junior Helpdesk Specialist- VA

2 months ago

Springfield, Illinois, United States Chenega MIOS Full time
Junior Helpdesk Specialist- VA

Springfield, VA Join our Talent Network

Chenega Agile Real-Time Solutions (CARS)

C-CARS

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 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

      We participate in the E-Verify Employment Verification Program.

      Join our Talent Network