Lead Helpdesk Specialist

Summary The Lead Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in St. Louis, MO Responsibilities Responsible for providing technical assistance and support related to computer systems, hardware, or software Respond to queries, run diagnostic programs, isolate problems, and determine and implement a solution Respond to email or chat messages for customers seeking help Walk customers through a 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 determining 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 the 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 Other duties as assigned Qualifications Bachelor's degree and 8+ years of relevant experience OR Associate degree and 10+ years of relevant experience OR High school diploma or GED and 12+ years of relevant experience Operational experience with ServiceNow Experience in the Intelligence Community DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification (within 6 months) TS/SCI clearance required The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief Knowledge, Skills, and Abilities: Ability to work shift hours. The 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 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 with good phone skills and a professional demeanor. 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 Agile Real Time Solutions, LLC