Senior Helpdesk Specialist- VA
Springfield, VAJoin our Talent Network
Chenega Agile Real-Time Solutions (CARS)
C-CARS-24-022
Company Job Title: Senior Helpdesk Specialist
Clearance: TS/SCI
Location: Springfield, VA
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: No
• Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• Associates 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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