Junior Helpdesk Specialist
About The Position
The Junior Helpdesk Specialist provides customer service and technical support for requests made to the Single-Point-of-Contact IT Service Desk in Springfield, Virginia. The role supports computer systems, hardware, and software by responding to customer queries, diagnosing and troubleshooting issues, implementing solutions, and following up to confirm resolution. The specialist also creates incident-management tickets or routes calls to the appropriate IT Help Desk, aiming for first-call resolution. 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 plus one or more of: 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.
- Relevant 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 clearance.
- Successfully pass background and drug screening.
- Ability to work 10 a.m. to 6 p.m.
- Ability to work independently and effectively within 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 stakeholders.
- Friendly, helpful demeanor, 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 over the phone, 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 customer requests received by email or chat.
- Guide customers through the problem-solving process.
- Follow up with customers to ensure issues are 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 or route calls to the appropriate IT Help Desk.
- Attempt first-call resolution for all requests.
- Provide first-contact account resets, account unlocking, troubleshooting, and resolution of security issues or errors.
- 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.
- Well-being programs.
- Professional development opportunities, including on-the-job learning and formal development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
