Jr. IPOC Specialist

Chenega Corporation•Springfield, VA

5d•Onsite

About The Position

The Jr. IPOC Specialist provides customer service in support of customer requests, including support for high-visibility customers and partners using video teleconferencing (VTC) and telecommunication services. The role assists users with computer systems, hardware, and software issues; documents and tracks requests; and works to resolve problems or route them to the appropriate IT Help Desk. The position is based in Springfield, Virginia, and requires a TS/SCI clearance.

Requirements

Bachelor’s degree, associate’s degree, high school diploma plus at least 1 year of Information Technology experience, at least 3 years of military experience, or at least 1 year of experience in a government agency work environment.
Operational experience with ServiceNow.
Experience within the Intelligence Community.
Excellent customer service, organizational, and time-management skills.
Ability to obtain a DoD 8140 (formerly 8570.01-M) IAT Level I certification—A+ CE, CCNA-Security, CND, Network+ CE, or SSCP—within 6 months of hire.
TS/SCI clearance required.
Successfully pass background and drug screening.
Ability to obtain a CI poly.
Ability to work Monday through Friday, 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 asked technical issues.
Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience are strongly desired.
Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

Master’s degree.
Active CompTIA Security+ certification.

Responsibilities

Provide daily status reports and graphical reporting aids, updating 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 user queries, run diagnostics, 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 issues were resolved and collect feedback about system usage.
Run reports to identify recurring malfunctions.
Create a ticket in the approved incident management system for every support call received or route 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 or errors.
Perform other duties as assigned.