IPOC Specialist

Location
Springfield, Virginia
Posted
Jul 27, 2021
Closes
Aug 30, 2021
Ref
14202077
Function
Administrative
Hours
Full Time
IPOC Specialist

Springfield, VA Join our Talent Network

Summary:

TheIPOC Specialist provides superior customer service in support of customer requests supporting high visibility customers and partners with VTC and telecommunications services, located in Springfield, VA.

Duties and Responsibilities:
  • Provide daily status report and graphical reporting aids completed and modified to meet department needs.
  • Keep track of system progress in detailed reports.
  • Email reports to appropriate leadership for review and status update.
  • 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 processes.
  • 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

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • Bachelor's degree and 4+ years relevant experience OR
  • Associate degree and 6+ years relevant experience OR
  • High school diploma and 8+ years relevant experience
  • Operational experience with ServiceNow
  • TS/SCI clearance required

Knowledge, Skills and Abilities
  • Must have the ability to work 2 pm - 10 pm M-F shift
  • Ability to obtain a 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 with a professional demeanor
  • 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 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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