Junior Help Desk Specialist - Springfield, United States - Fulcrum Vets
Fulcrum Vets
Springfield, United States
Verified Company
1 week ago
Description
The
Junior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desklocated in Springfield, VA.
Duties and Responsibilities:_
- Assist in providing technical assistance and support related to computer systems, hardware, or software.
- Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
- Walk customers through problemsolving process.
- Run diagnostic programs to resolve problems.
- Follow up with customers to ensure issue(s) were resolved.
- Gain feedback from customers about system usage.
- Run reports to determine malfunctions that continue to occur.
- Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
- Utilize Attempt First Call Resolution (FCR) for all requests received.
- Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
- Other duties as assigned
Minimum Qualifications:_(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
- High school diploma or GED and 6+ years of relevant experience OR
- Associate degree and 4+ years' experience OR Bachelor's and 2+ years' experience
- Relevant experience with the following:
- Operational experience with ServiceNow
- Experience within the Intelligence Community
- Exhibit excellent customer service, organizational and time management skills
- Ability to obtain DoD 8140 (formerly M)
IAT Level I:
A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire
-
TS/SCI clearance
-
Knowledge, Skills and Abilities:_
- Ability to obtain CI Poly Clearance
- Ability to work Shift hours. Shift will be identified upon hire
- Ability to work independently and yet be effective within a team setting
- Must be capable of managing multiple efforts with time related constraints in a fastpaced contracting environment
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
- Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
- Good problemsolving skills; ability to visualize a problem/situation and think abstractly to solve it
Job Types:
Full-time, Contract
Pay:
$ $35.00 per hour
Benefits:
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Night shift
- On call
- Weekdays
- Weekends as needed
Ability to Relocate:
- Springfield, VA: Relocate before starting work (required)
Work Location:
In person