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Jr. Helpdesk Specialist - Springfield, United States - D2 Consulting
Description
MUST HAVE AN ACTIVE TS/SCI SECURITY CLEARANCE TO BE CONSIDERED FOR THIS ROLE
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
- 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
Pay:
$55, $65,000.00 per year
Benefits:
- 401(k)
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Compensation package:
- Bonus opportunities
- Holiday pay
Experience level:
- 2 years
- 3 years
- 4 years
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you hold an active TS/SCI Security Clearance?
Ability to Relocate:
- Springfield, VA: Relocate before starting work (required)
Work Location:
In person
