Junior Helpdesk Specialist

Chenega Corp • Springfield, VA

1d

About The Position

The Junior Helpdesk Specialist provides customer service and technical support to customers contacting the Single-Point-of-Contact IT Service Desk in Springfield, Virginia. The role supports computer systems, hardware, and software by responding to customer questions and requests, diagnosing issues, and implementing or routing solutions. The specialist creates tickets for support calls, seeks first-call resolution, follows up to confirm issues are resolved, and helps identify recurring malfunctions through reports. The position is part of Chenega Agile Real-Time Solutions, which provides integrated enterprise IT support to federal customers.

Requirements

• Bachelor’s degree, associate degree, or high school diploma/GED equivalent and at least 1 year of Information Technology experience; alternatively, 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.
• 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 security clearance and ability to obtain a CI polygraph.
• Successfully pass background and drug screening.
• 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.
• Demonstrated 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.
• Ability to provide technical assistance and support over the phone, with good phone skills and a professional demeanor.
• Good problem-solving skills and ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

• Active Security+ certification.
• Experience working in a home office setting.
• Ability to train end users on frequently encountered technical issues.
• Previous customer service experience is strongly desired.

Responsibilities

• Assist with technical assistance and 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 received by email or chat.
• Guide customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure their issues have been resolved.
• Gather customer 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 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 security issue or error resolution.
• Perform other duties as assigned.

Benefits

• The company states that it offers a broad range of benefits, but does not specify individual benefits in the posting.
• Professional development opportunities, including on-the-job learning and formal development programs.
• Well-being programs and flexibility to make daily choices that support health and well-being.

What This Job Offers

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