Jr. IPOC Specialist

Chenega Corp•Springfield, VA

About The Position

The Jr. IPOC Specialist provides customer service for customer requests, supporting high-visibility customers and partners with video teleconferencing (VTC) and telecommunications services. The role supports Federal customers and provides assistance related to computer systems, hardware, and software. The specialist responds to customers through email, chat, and phone, diagnoses and resolves technical issues, and tracks requests through an approved incident management system or routes them to the appropriate IT Help Desk. The position is based in Springfield, Virginia, and is expected to work Monday through Friday from 2:00 p.m. to 10:00 p.m. EST, subject to the ability to work those hours.

Requirements

Bachelor’s degree, associate degree, or high school diploma with at least 1 year of information technology experience, or at least 3 years of military experience, or at least 1 year of experience in a government agency work environment.
Relevant operational experience with ServiceNow.
Experience within the Intelligence Community.
Excellent customer service, organizational, and time-management skills.
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I certification within 6 months of hire: A+ CE, CCNA-Security, CND, Network+ CE, or SSCP.
TS/SCI clearance required.
Successfully pass background and drug screening.
Ability to obtain a CI polygraph.
Ability to work Monday through Friday from 2:00 p.m. to 10:00 p.m. EST.
Ability to work independently and effectively as part of a team.
Ability to manage multiple efforts with time-related constraints in a fast-paced contracting environment.
Ability to communicate and collaborate effectively 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.
Proficiency with Microsoft Office applications; experience working in a home office setting and ability to train end users on frequently encountered technical issues.
Ability to provide technical assistance and support over the phone; good phone skills and a professional demeanor.

Nice To Haves

Master’s degree.
Active CompTIA Security+ certification.
Previous customer service experience is strongly desired.
Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.

Responsibilities

Provide daily status reports and graphical reporting aids, completing and modifying them to meet department needs.
Track system progress in detailed reports and email reports to appropriate leadership for review and status updates.
Assist with technical support for computer systems, hardware, and software.
Respond to customer queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Respond to customer requests for help by email or chat and guide customers through troubleshooting processes.
Follow up with customers to confirm that issues have been resolved and gather feedback about system usage.
Run reports to identify recurring malfunctions.
Create tickets in the approved incident management system for all support calls or route user support calls to the appropriate IT Help Desk.
Attempt first-call resolution for all requests received.
Provide first-contact account resets, account unlocking, troubleshooting, and resolution of security issues and errors.
Perform other duties as assigned.

Benefits

The company describes a broad range of benefits but does not specify individual benefits in the posting.
Professional development and learning opportunities, including on-the-job learning experiences and formal development programs.
Well-being programs and flexibility in daily choices intended to support employee health and well-being.

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