Helpdesk Subject Matter Expert- MO
- Employer
- Chenega MIOS
- Location
- Saint Louis, Missouri
- Closing date
- Dec 13, 2023
View more
- Industry
- Government and Public Services
- Function
- Administrative
- Hours
- Full Time
Job Details
Saint Louis, MO Join our Talent Network
Chenega Agile Real-Time Solutions (CARS)
Company Job Title: Helpdesk Subject Matter Expert
Clearance: TS/SCI
Location: St. Louis, MO
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: Yes
- Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
- Bachelor's 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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Company
Chenega Corporation’s Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers worldwide. Founded in 2005 and headquartered in Lorton, Virginia, Chenega MIOS is a shared services division of Chenega Corporation. As an Alaska Native Corporation, 100% of our profits benefit our Native shareholders through preservation of culture and heritage or being reinvested in the business, truly making Chenega a “Corporation with a higher cause.”
Chenega MIOS provides standard business services to its 20+ wholly-owned companies of Chenega Corporation and assists in managing contracts with a net value of over $600 million. Together, the companies aligned under the MIOS SBU offer a diverse range of capabilities that strengthen our capacity for shared knowledge and mission-focused service to our customers. These capabilities include but are not limited to information technology, systems engineering, records management, and staff services.
As a 2020 Top Workplace, we are proud to be a Washington Post featured employer and are always looking for dedicated professionals in the DC Metro region. Still, our footprint reaches across the globe with work in 39 states, DC, Guam, and 11 different countries. Please find our DC Metro area positions below, and for more information on Chenega MIOS, our capabilities, and employment opportunities, please visit chenegamios.com.
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