Junior Helpdesk Specialist
About The Position
The Junior Helpdesk Specialist provides customer service and technical support to customers who contact the Single-Point-of-Contact IT Service Desk located in St. Louis, Missouri. The role assists with computer systems, hardware, and software issues; responds to customer queries by phone, email, or chat; diagnoses and resolves problems; and follows up to confirm resolution. The specialist creates tickets in the approved incident management system or routes calls to the appropriate IT Help Desk, and uses Attempt First Call Resolution for requests. An active TS/SCI security clearance is required. The posted shift is Wednesday through Saturday, 8 a.m. to 6 p.m. CST; the posting also describes different shift hours and training hours under Knowledge, Skills and Abilities.
Requirements
- An active TS/SCI security clearance is required.
- Meet at least one of the following: a bachelor's degree in a technical IT field, one year of experience working in Information Technology, or an IT certification; no prior experience is required for the certification option.
- Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I certification within six months of hire: A+ CE, CCNA-Security, CND, Network+ CE, or SSCP.
- Ability to obtain CI Poly clearance.
- Ability to work the stated shift hours.
- 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.
- Ability to work in a home office setting and train end users on frequently asked technical issues.
- Ability to provide technical assistance and 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
- Operational experience with ServiceNow.
- Experience within the Intelligence Community.
- 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 help requests by email or chat.
- Walk customers through problem-solving processes.
- Run diagnostic programs to resolve problems.
- 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 each support call 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
- Health, dental, and vision coverage.
- 401(k) match.
- Accrued paid time off.
- Short-term and long-term disability insurance.
- Life insurance.
- Referral bonuses.
- Professional development reimbursement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
