MUST HAVE AN ACTIVE TS/SCI SECURITY CLEARANCE TO BE CONSIDERED FOR THIS ROLE

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

Duties and 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

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)High school diploma or GED and 6 years of relevant experience OR

• Associate degree and 4 years’ experience OR Bachelor’s and 2 years’ experience
• Relevant experience with the following:
• Operational experience with ServiceNow
• Experience within the Intelligence Community
• Exhibit excellent customer service, organizational and time management skills
• Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A CE, CCNA-Security, CND, Network CE, SSCP, within 6 months of hire
• TS/SCI clearance

Knowledge, Skills and Abilities:

**Ability to obtain CI Poly**

• Ability to work Shift hours. Shift will be identified upon hire
• 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 skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working 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, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

We offer competitive compensation packages including benefits such as health insurance, paid time off, retirement plans, etc. We are an equal opportunity employer committed to diversity in the workplace. If you meet the qualifications for this position, please apply with your updated resume.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus opportunities
• Holiday pay

Experience level:

• 2 years
• 3 years
• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you hold an active TS/SCI Security Clearance?

Ability to Relocate:

• Springfield, VA: Relocate before starting work (Required)

Work Location: In person