Senior Helpdesk Specialist

Location
Springfield, Virginia
Posted
Dec 24, 2020
Closes
Jan 28, 2021
Ref
15690
Function
Administrative
Hours
Full Time
Summary

The Senior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.

Responsibilities
  • Assist in providing technical assistance and support related to computer systems, hardware, or software
  • Assist in responding 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 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 to determine 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 appropriate IT Help Desk.
  • Utilize 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 6+ years relevant experience OR
  • Associate degree and 8+ years relevant experience OR
  • 10+ years relevant experience
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community
  • TS/SCI clearance

Knowledge, Skills and Abilities:
  • Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification, within 6 months of hire
  • Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
  • 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 Microsoft Office skills (Word, Excel, and other applications)
  • Experience working in a home office setting
  • 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 with the ability to visualize a problem or situation and think abstractly to solve it
  • #Chenega Agile Real Time Solutions, LLC

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