Lead Helpdesk Specialist

Employer
Chenega MIOS
Location
Springfield, Virginia
Posted
Sep 17, 2022
Closes
Oct 21, 2022
Ref
23360
Function
Administrative
Industry
Government and Public Services
Hours
Full Time
Summary

The Lead Helpdesk Specialist provide superior customer service in support of customer request when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA

Responsibilities
  • Responsible for providing technical assistance and support related to computer systems, hardware, or software
  • Respond 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 the problem-solving 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 determining 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 the 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
  • Other duties as assigned

Qualifications
  • Bachelor's degree and 8+ years of relevant experience or
  • Associate's degree and 10+ years of relevant experience or
  • 12+ years of relevant experience
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community
  • DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification (within 6 months)
  • TS/SCI Clearance
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills, and Abilities:
  • Ability to work Shift hours. The 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 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 skills in Microsoft Word, Excel, and other Office applications
  • 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 problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

#Chenega Agile Real Time Solutions, LLC

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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