Junior Helpdesk Specialist, TS/SCI with CI Polygraph Security Clearance Required

7 days ago

Springfield, Virginia, United States Parallel Partners Full time
Job Title: Junior Helpdesk Specialist, TS/SCI with CI Polygraph Security Clearance Required

We are seeking a highly skilled Junior Helpdesk Specialist to join our team at Parallel Partners. As a Junior Helpdesk Specialist, you will provide exceptional customer service and technical support to our clients.

Responsibilities:
  • Provide technical assistance and support related to computer systems, hardware, or software.
  • Respond 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 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.
Qualifications:
  • High school diploma or GED and 6+ years of relevant experience or an associate's degree and 4+ years of experience or a bachelor's degree and 2+ years of experience.
  • 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 and the 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.
  • Excellent skills in Microsoft Word, Excel, and other Office applications.
  • 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 and the ability to visualize a problem/situation and think abstractly to solve it.

Parallel Partners is an equal opportunity employer and welcomes applications from diverse candidates.

Keywords: Junior Helpdesk Specialist, TS/SCI with CI Polygraph Security Clearance Required, Technical Support Specialist, Helpdesk Technician, IT Support Specialist, CI Polygraph Security Clearance, Springfield, VA Jobs

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