Helpdesk Specialist

4 days ago

Springfield, United States NetServices Full time

The **Junior Helpdesk Specialist**:provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.
- 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.

Walk customers through 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 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.)_
High school diploma or GED and 6+ years of relevant experience OR

Associate degree and 4+ years’ experience OR Bachelor’s and 2+ years’ experience

Relevant experience with the following:
Operational experience with ServiceNow

Experience within the Intelligence Community

Exhibit excellent customer service, organizational and time management skills

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
- Knowledge, Skills and Abilities:_
Ability to obtain CI Poly Clearance

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.

Proficient with Microsoft Office Applications, and 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; good phone skills, professional demeanor, and previous customer service experience strongly desired.

Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

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