IPOC Specialist

Chenega Corporation•Springfield, VA

9h•Onsite

About The Position

The part-time IPOC Specialist provides superior customer service in support of customer requests, supporting high-visibility customers and partners with VTC and telecommunications services, located in Springfield, VA. Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

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
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 required with the ability to obtain CI Poly clearance.

Nice To Haves

Master’s Degree
Active CompTIA Security + Certification
Ability to work Saturday and Sunday, second shift (1400 to 2200). The candidate should be flexible to occasionally cover the morning shift (06:00 to 1400) on Saturday and Sunday when the morning agent is on PTO.
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; ability to visualize a problem/situation and think abstractly to solve it.

Responsibilities

Provide daily status reports and graphical reporting aids completed and modified to meet department needs.
Keep track of system progress in detailed reports, and email reports to appropriate leadership for review and status update.
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 problem-solving processes.
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.