Junior Helpdesk Specialist
About The Position
The Junior Helpdesk Specialist provides customer service and technical support to users contacting 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 resolving issues, and guiding users through troubleshooting. The position is part of Chenega Agile Real-Time Solutions, which provides integrated enterprise IT support to federal customers in the United States and overseas. The role includes creating or routing incident tickets, attempting first-call resolution, helping with account resets and unlocks, and following up with customers to confirm issues are resolved. The employer describes professional development opportunities, including on-the-job learning and formal development programs. Benefits are referenced generally, but specific benefits are not listed.
Requirements
- Bachelor’s degree, associate degree, or high school diploma/GED equivalent with 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.
- 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.
- 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, as well as ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support 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 related to computer systems, hardware, and software.
- Respond to customer queries, run diagnostic programs, isolate problems, and determine and implement solutions.
- Respond to customer requests 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 every support call, or route user support 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 employer states that it offers a broad range of benefits, without specifying individual benefits.
- 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
