The IPOC Specialist (Overnight) 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

• DoD 8140 (formerly 8570.01-M), IAT Level I: (within 6 months of hire)

• TS/SCI clearance

Knowledge, Skills and Abilities:

• Ability to obtain CI Poly Clearance

• Ability to work over night Shift hours. 10pm to 6am Monday - Friday

• 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, previous customer service experience strongly desired.

• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it