***Candidates Must Have an Active TS/SCI Clearance***

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 Clearance
• 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

Job Types: Full-time, Contract

Pay: $30.00 - $35.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• On call
• Weekdays
• Weekends as needed

Ability to Relocate:

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

Work Location: In person