Junior Helpdesk Specialist

Chenega Agile Real-Time Solutions • St. Louis, MO

3d • Onsite

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 St. Louis, Missouri. The role supports computer systems, hardware, and software for customers and helps diagnose and resolve technical issues. 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 the following: 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.
• Operational experience with ServiceNow.
• Experience within the Intelligence Community.
• Ability to obtain a DoD 8140 (formerly 8570.01-M) IAT Level I certification within 6 months of hire: A+ CE, CCNA-Security, CND, Network+ CE, or SSCP.
• TS/SCI security clearance and ability to obtain a CI polygraph.
• Successfully pass background and drug screening.
• Ability to obtain CI Poly clearance.
• 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 stakeholders.
• 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 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 related to computer systems, hardware, and software.
• Respond to customer queries, run diagnostics, 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 confirm 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 all support calls, 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 resolution of security issues or errors.
• 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 and formal development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level