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

    Chenega MIOS SBU
    Chenega MIOS SBU Springfield, United States

    1 month ago

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    Description

    Intermediate Helpdesk Specialist- VA

    Springfield, VAJoin our Talent Network

    Chenega Agile Real-Time Solutions (CARS)

    Company Job Title: Intermediate 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 six 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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