Senior Helpdesk Specialist- VA

Springfield, VA Join our Talent Network

Chenega Agile Real-Time Solutions (CARS)

C-CARS-24-022

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 8570.01-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 93-638.

We participate in the E-Verify Employment Verification Program.

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