Helpdesk Specialist

3 weeks ago

St Louis, Missouri, United States Chenega MIOS SBU Full time
Junior Helpdesk Specialist

Chenega MIOS SBU is seeking a highly skilled and motivated Junior Helpdesk Specialist to join our team. As a Junior Helpdesk Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Provide technical assistance and support related to computer systems, hardware, and 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 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.
Requirements:
  • Bachelor's Degree OR Associate's degree OR High School Diploma 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.
Preferred Qualifications:
  • 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 nights / weekends / holidays as needed.
  • 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.
How You'll Grow:

At Chenega MIOS SBU, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits:

At Chenega MIOS SBU, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS SBU can mean for you.

Corporate Citizenship:

Chenega MIOS SBU is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

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