Junior Helpdesk Specialist

Chenega Corporation • Springfield, VA

4d • Onsite

About The Position

The Junior Helpdesk Specialist provides customer service and technical support for customer requests submitted to the Single-Point-of-Contact IT Service Desk in Springfield, Virginia. The role supports computer systems, hardware, and software, and assists customers with troubleshooting, account access, and security issues. The position is with Chenega Agile Real-Time Solutions, which provides integrated enterprise IT support to federal customers in the United States and overseas.

Requirements

• Bachelor’s degree, associate degree, or high school diploma/GED equivalent and one or more years of IT 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.
• Ability to obtain a DoD 8140 (formerly 8570.01-M) IAT Level I certification—A+ CE, CCNA-Security, CND, Network+ CE, or SSCP—within six 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 as part of a team.
• Ability to manage multiple efforts with time-related constraints in a fast-paced contracting environment.
• Effective communication and collaboration with diverse internal and external stakeholder groups and individuals.
• Friendly, helpful, interpersonal approach 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 phone-based technical support, with good phone skills and a professional demeanor.
• Good problem-solving skills, including the ability to visualize situations and think abstractly to solve problems.

Nice To Haves

• Active Security+ certification.
• Experience within the Intelligence Community.
• Previous customer service experience.

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 for help by email or chat and guide customers through problem-solving.
• Follow up with customers to confirm issues have been resolved and gather 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 the call 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, but specific benefits are not listed.
• 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