Helpdesk Specialist (Part-Time)

Summary The Helpdesk Specialist (Part-Time) provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA. Responsibilities Assist in providing technical assistance and support related to computer systems, hardware, or software. Assist in responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. Respond to emails or chat messages for customers seeking help. Walk customers through the 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 the 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 Qualifications Bachelor’s and 6+ years of experience OR Associate degree and 8+ years of experience OR High school diploma or GED and 10+ years of relevant 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 II: Must have current Security+ CE certification, within 6 months of hire 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