Jr. IPOC Specialist

Chenega Agile Real-Time Solutions • Springfield, VA

5d • Onsite

About The Position

The Jr. IPOC Specialist provides customer service supporting customer requests and high-visibility customers and partners with VTC and telecommunication services. The position supports computer systems, hardware, and software by responding to requests, troubleshooting issues, and helping customers resolve technical problems. It also tracks system progress and provides status reporting to leadership.

The role is based in Springfield, Virginia. The schedule is Monday through Friday, 2:00 p.m. to 10:00 p.m. EST. A TS/SCI clearance is required, and the employee must successfully pass background and drug screening. The role requires the ability to obtain a DoD 8140 IAT Level I certification within six months of hire and the ability to obtain a CI poly.

Requirements

• Bachelor’s degree, associate’s degree, high school diploma plus at least one year of Information Technology experience, at least three years of military experience, or at least one 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 six 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 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 asked technical issues.
• Ability to provide technical assistance and support over the phone, with good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills and ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

• Master’s degree.
• Active CompTIA Security+ certification.
• Previous customer service experience is strongly desired.

Responsibilities

• Provide daily status reports and graphical reporting aids, completed and modified 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 related to computer systems, hardware, and software.
• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Respond to customer help requests by email or chat and guide customers through problem-solving processes.
• Run diagnostic programs to resolve problems.
• Follow up with customers to confirm issues have been resolved and gather feedback about system usage.
• Run reports to identify recurring malfunctions.
• Create a ticket in the approved incident management system for every support call 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 security issue or error resolution.
• Perform other duties as assigned.

Benefits

• The company offers a broad range of benefits.
• Well-being programs.
• Professional development opportunities, including on-the-job learning experiences and formal development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED