Junior Helpdesk Specialist

D2 Technical Services•Saint Louis, MO

3d•Onsite

About The Position

The Junior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in St. Louis, MO. This role involves assisting with technical support for computer systems, hardware, and software, responding to user queries, running diagnostics, and implementing solutions. The specialist will also be responsible for creating tickets, attempting first call resolution, and providing first contact account resets, unlocking, troubleshooting, and security issue resolution.

Requirements

ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED
Bachelor's Degree in a technical IT field OR 1 year of experience working in Information Technology OR IT Certification (No prior experience required)
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
Ability to obtain CI Poly Clearance
Ability to work Shift hours. (Wed-Sat 8am CST - 4pm CST. Training will be M-F 8am CST - 4pm CST)
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
Excellent skills in Microsoft Word, Excel, and other Office applications
Proficient with Microsoft Office Applications
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

Nice To Haves

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 train end users on frequently asked technical issues.

Responsibilities

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 process.
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 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.