Helpdesk Specialist

Nov 21, 2020
Dec 26, 2020
Full Time

Kapsuun Group LLC

Company Job Title: Helpdesk Specialist

Clearance: Secret Clearance

Location: Tele-Commute (Hampton Roads or Northern VA)

Reports To: Sr. Program Manager

FLSA Status: Exempt, Full Time, Regular


The Helpdesk Specialist will provide technical assistance and support for incoming queries and issues related to Risk Management Information (RMI) System. Helpdesk Specialist will ensure high quality and consistent technical support to help increase productivity and customer satisfaction along with creating, and triaging feedbacks/trouble tickets as required by Tier I, Tier II, Tier III technicians in the System.

Duties and Responsibilities:
  • Ensure customer service is timely and accurate on a daily basis.
  • Contribute to improving customer support by actively responding to queries and handling issues.
  • Follow up with customers to identify areas of improvement on periodic basis.
  • Review incidents and escalations for timeliness and quality and take corrective action where appropriate.
  • Analyze and report on daily server event logs and provide corrective action as required.
  • Provide customer feedback to the appropriate internal teams, like developers, testers and team members.
  • Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our customers' and our company's needs.
  • Review and assist in creating support documentation for knowledge base from users to be posted on application and dispersed to the user community.
  • Perform systems administrator duties as required to identify the appropriate cloud-based services for computer, data and security requirements.
  • Responsible for monitoring, auditing, and tuning of the infrastructure.
  • 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 preferred
  • 5 years of Helpdesk/Desktop Support experience or equivalent combination of education and experience.
  • Experience with Agile and/or DoD software development environments preferred.
  • Secret Clearance required.

Knowledge, Skills and Abilities:
  • Friendly presence, helpful attitude, good interpersonal skills, work independently and ability to work well with others.
  • Knowledge of creating accounts, distribution lists and troubleshooting user permissions in Exchange/ Active Directory.
  • Proficient with Microsoft Office Applications
  • Ability to work 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, previous customer service experience strongly desired.
  • Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of taskings; remain productive during slow times, be able to multi-task effectively during busy times, exercise patience and professionalism during stressful situations.
  • Working knowledge of common operating systems and software applications.
  • Must be organized, dependable and detail oriented.
  • Must be able to meet deadlines and SLAs in a fast-paced, agile environment.
  • Must have excellent verbal and written communication skill.
  • Must follow DOD Information Assurance policies.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

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.

Primary Location: United States-Virginia

Organization: Kapsuun Group, LLC
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Secret
Job Schedule: Full Time Exempt
Recruiter: Melissa Gendreau
Req ID: 2000003356

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