Junior Helpdesk Specialist

Chenega Corp • St Louis, MO

2d • Onsite

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 St. Louis, Missouri. The role supports computer systems, hardware, and software for Federal customers and helps resolve requests through phone, email, or chat. The specialist assists with troubleshooting, diagnostics, account access issues, and security-related problems, and records or routes support requests through the approved incident management system.

Requirements

• Bachelor’s degree, associate degree, or high school diploma/GED plus at least 1 year of Information Technology experience; alternatively, 3 or more 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—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 obtain a CI polygraph 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, as well as ability to train end users on frequently encountered technical issues.
• Ability to provide phone-based technical assistance and support; good phone skills, professional demeanor, and previous customer service experience are strongly desired.
• Good problem-solving skills, including ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

• Active Security+ certification.

Responsibilities

• Assist with technical support for computer systems, hardware, and software.
• Respond to customer queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Respond to customer requests by email or chat and guide users through the problem-solving process.
• 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 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 offers a broad range of benefits, but specific benefits are not listed.
• Professional development opportunities, including on-the-job learning and formal development programs.
• Well-being programs.

What This Job Offers

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