Junior Helpdesk Specialist

Chenega Corporation • Springfield, VA

2d • Onsite

About The Position

The Junior Helpdesk Specialist provides customer service and technical support for users contacting the Single-Point-of-Contact IT Service Desk in Springfield, Virginia. The role assists with computer systems, hardware, and software issues; responds to customer questions through email or chat; guides customers through troubleshooting; and works to resolve issues at first contact. The specialist documents or routes support requests, follows up on resolutions, gathers customer feedback, and reports recurring malfunctions.

Requirements

• Bachelor’s degree, associate degree, or high school diploma/GED with 1+ years of Information Technology experience, or 3+ years of military experience, or 1+ years of experience in a government agency work environment.
• Operational experience with ServiceNow.
• Experience within the Intelligence Community.
• Ability to obtain 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.
• Successfully pass background and drug screening.
• 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 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, experience working in a home office setting, and ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills and 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 messages from customers seeking help.
• Guide customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure 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 user support calls to the appropriate IT Help Desk.
• Attempt first-call resolution for all requests received.
• Provide first-contact account resets, account unlocking, troubleshooting, and security issue or error resolution.
• Perform other duties as assigned.

Benefits

• The company 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED