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IPOC Specialist - Springfield, United States - Chenega Corporation
Description
IPOC Specialist
Springfield, VA Join our Talent Network
Summary:
TheIPOC Specialist provides superior customer service in support of customer requests supporting high visibility customers and partners with VTC and telecommunications services, located in Springfield, VA.
C-CARS
Duties and Responsibilities:
+ Provide daily status report and graphical reporting aids completed and modified to meet department needs.
+ Keep track of system progress in detailed reports.
+ Email reports to appropriate leadership for review and status update.
+ 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.
+ Respond to email or chat messages for customers seeking help.
+ Walk customers through problem-solving processes.
+ 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.)
+ Bachelor's degree and 4+ years relevant experience OR
+ Associate degree and 6+ years relevant experience OR
+ High school diploma and 8+ years relevant experience
+ Operational experience with ServiceNow
+ TS/SCI clearance required
Knowledge, Skills and Abilities
+ Must have the ability to work 2 pm 10 pm M-F shift
+ Ability to obtain a DoD 8140 (formerly M) IAT Level II: Must have current Security + CE Certification, within 6 months of hire
+ Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
+ 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 fast-paced 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
+ Excellent Microsoft Office skills (Word, Excel, and other applications)
+ Experience working in a home office setting
+ Ability to train end users on frequently asked technical issues
+ Ability to provide technical assistance and support over the phone
+ Good phone skills with a professional demeanor
+ Previous customer service experience strongly desired
+ Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL
We participate in the E-Verify Employment Verification Program.
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