Lead Helpdesk Specialist

Springfield, Virginia
Sep 17, 2022
Oct 21, 2022
Full Time

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

  • 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

  • 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

Similar jobs