Senior Helpdesk Specialist- VA - Springfield, United States - Chenega MIOS SBU

Chenega MIOS SBU Springfield, United States

3 weeks ago

Description

Senior Helpdesk Specialist- VA

Springfield, VA Join our Talent Network

Chenega Agile Real-Time Solutions (CARS)

C-CARS

Company Job Title: Senior Helpdesk Specialist

Clearance: TS/SCI

Location: Springfield, VA

FLSA Status: Exempt, Full Time, Regular

Summary:

Helpdesk Specialist provide superior customer service in support of customer request when contacting the Single-Point-of-Contact IT Service Desk

This position is contingent upon contract award and government funding of the program.

Duties and Responsibilities:

Responsible for providing technical assistance and support related to computer systems, hardware, or software
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Responds to email or chat messages for customers seeking help
Walks customers through problem-solving process
Runs diagnostic programs to resolve problems
Follows up with customers to ensure issue(s) were resolved
Gains feedback from customers about system usage
Runs reports to determine malfunctions that continue to occur
Creates a ticket in the approved incident management system for all support calls received; or route user support calls to appropriate IT Help Desk
Attempt First Call Resolution (FCR) for all requests received
Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
Supervisory Responsibilities: No
Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

Associates Degree plus eight years of relevant experience
Operational experience with ServiceNow
Experience in the Intelligence Community
Exhibit excellent customer service, organizational and time management skills
DoD 8140 (formerly M), IAT Level I: Must have current A+ CE or Security+ CE Certification

Knowledge, Skills and Abilities:

Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written.
Must be able to handle confidential information with discretion.
Must be detail oriented with the ability to manage multiple tasks.
Motivated self-starters.
Attention to detail

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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