Helpdesk Specialist, Junior

Summary 100% Telework The salary for this position is $78k. The Junior Helpdesk Specialist provides superior customer service and acts as the first line for fielding and performing the initial screening of customer-related incidents being reported and will assist the customers in identifying the nature of the incident and initiate discussions with the appropriate parties. The Junior Helpdesk Specialist is responsible for answering queries and addressing system and user issues in a timely and professional manner. Help desk support works with the Release Management Team and Agile Development Teams and must be familiar with the Appian BPM Platform. Responsibilities Receive customer Help Desk phone calls and service requests for support. Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets. Work with the Release Management Team and Agile Development Teams and PMO staff. Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process with detailed analysis and resolution steps. Responsible for monitoring the health of various service components via Appian Health Check. Other duties as assigned. Qualifications Associate degree and 4+ years of relevant experience. Familiarity with the Appian BPM Platform is required. Experience with Jira and Confluence is required. Background check required. The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief. Knowledge, Skills and Abilities: Experience with Agile and/or federal software development environments preferred 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) 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 with the ability to visualize a problem or situation and think abstractly to solve it
Chenega IT Enterprise Services, LLC Teleworking Permitted? Yes