Junior Helpdesk Specialist

Chenega Corporation•St. Louis, MO

About The Position

The Junior Helpdesk Specialist provides customer service and technical support to customers who contact the Single-Point-of-Contact IT Service Desk in St. Louis, Missouri. The role supports computer systems, hardware, and software by responding to questions, diagnosing and troubleshooting problems, guiding customers through solutions, and following up to verify that issues are resolved. The specialist documents support calls in the approved incident management system or routes them to the appropriate IT Help Desk, and works toward first-call resolution. The position also provides first-contact account resets, account unlocking, troubleshooting, and resolution of security issues and errors. The role calls for someone who can work independently and collaboratively in a fast-paced contracting environment, communicate effectively with diverse stakeholders, and provide technical assistance over the phone. The schedule specified in the posting is 5 a.m.–3 p.m., Sunday–Wednesday. A TS/SCI security clearance is required, with the ability to obtain a CI polygraph clearance.

Requirements

Bachelor’s degree; or associate degree; or high school diploma or GED equivalent plus one or more years of Information Technology experience, three or more years of military experience, or one or more years 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 within six months of hire: A+ CE, CCNA-Security, CND, Network+ CE, or SSCP.
TS/SCI security clearance and ability to obtain a CI polygraph clearance.
Successfully pass background and drug screening.
Ability to work 5 a.m.–3 p.m. Sunday–Wednesday.
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 and experience working in a home office setting; ability to train end users on frequently encountered technical issues.
Ability to provide technical assistance and support over the phone, with good phone skills and a professional demeanor.
Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

Active Security+ certification.
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 diagnostics, isolate problems, and determine and implement solutions.
Respond to email or chat requests from customers seeking help.
Guide customers through the problem-solving process.
Run diagnostic programs to resolve problems.
Follow up with customers to confirm their issues were 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 calls to the appropriate IT Help Desk.
Attempt first-call resolution for requests received.
Provide first-contact account resets, account unlocking, troubleshooting, and security issue or error resolution.
Perform other duties as assigned.

Benefits

The posting states that Chenega MIOS offers a broad range of benefits but does not specify individual benefits.
Well-being programs.
Professional development opportunities, including on-the-job learning and formal development programs.

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