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Helpdesk Subject Matter Expert- VA
4 months ago
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. Join our Talent Network
