Senior Help Desk Specialist with Security Clearance
Summary Senior Helpdesk Specialist Springfield, VA Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUSCARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplaceThe Senior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VAResponsibilitieso Assist in providing technical assistance and support related to computer systems, hardware, or software.
o Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
o Respond to email or chat messages for customers seeking help.
o Walk customers through the problem-solving process.
o Run diagnostic programs to resolve problems.
o Follow up with customers to ensure issue(s) were resolved.
o Gain feedback from customers about system usage.
o Run reports to determine malfunctions that continue to occur.
o 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.
o Utilize Attempt First Call Resolution (FCR) for all requests received.
o Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
o Other duties as assignedQualificationso Bachelor's degree and 6
years relevant experience ORo Associate degree and 8
years relevant experience ORo High school diploma or GED equivalent and 10
years of relevant experienceo Operational experience with ServiceNowo Experience in the Intelligence Communityo Ability to obtain DoD 8140 (formerly 8570.
01-M) IAT Level I:
A
CE, CCNA-Security, CND, Network
CE, SSCP, within 6 months of hireo TS/SCI clearance Knowledge, Skills, and Abilitieso Ability to obtain CI Poly clearanceo Ability to work Shift hoursShift will be identified upon hireo Ability to work independently and yet be effective within a team settingo Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environmento Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individualso Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with otherso Excellent skills in Microsoft Word, Excel, and other Office applicationso Experience working in a home office setting as well as the ability to train end users on frequently asked technical issueso Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanoro Previous customer service experience strongly desiredo Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it How you'll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career s to identify and use their strengths to do their best work every dayFrom entry-level employees to senior leaders, we believe there's always room to learnWe offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business worldFrom on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careersBenefits At Chenega MIOS, we know that great people make a great organizationWe value our team members and offer them a broad range of benefitsLearn more about what working at Chenega MIOS can mean for youChenega MIOS's culture Our positive and supportive culture encourages our team members to do their best work every dayWe celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and awareWe offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy livesCorporate citizenship Chenega MIOS is led by a purpose to make an impact that mattersThis purpose defines who we are and extends to relationships with our clients, our team members, and our communitiesWe believe that business has the power to inspire and transformWe focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communitiesLearn more about Chenega's impact on the worldChenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition T eam We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confidentTo help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Recommended Skills Agile Methodology Cisco Certified Network Associate Communication Contract Management Counter Intelligence Polygraph (Ci Clearance) Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
o Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
o Respond to email or chat messages for customers seeking help.
o Walk customers through the problem-solving process.
o Run diagnostic programs to resolve problems.
o Follow up with customers to ensure issue(s) were resolved.
o Gain feedback from customers about system usage.
o Run reports to determine malfunctions that continue to occur.
o 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.
o Utilize Attempt First Call Resolution (FCR) for all requests received.
o Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
o Other duties as assignedQualificationso Bachelor's degree and 6
years relevant experience ORo Associate degree and 8
years relevant experience ORo High school diploma or GED equivalent and 10
years of relevant experienceo Operational experience with ServiceNowo Experience in the Intelligence Communityo Ability to obtain DoD 8140 (formerly 8570.
01-M) IAT Level I:
A
CE, CCNA-Security, CND, Network
CE, SSCP, within 6 months of hireo TS/SCI clearance Knowledge, Skills, and Abilitieso Ability to obtain CI Poly clearanceo Ability to work Shift hoursShift will be identified upon hireo Ability to work independently and yet be effective within a team settingo Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environmento Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individualso Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with otherso Excellent skills in Microsoft Word, Excel, and other Office applicationso Experience working in a home office setting as well as the ability to train end users on frequently asked technical issueso Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanoro Previous customer service experience strongly desiredo Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it How you'll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career s to identify and use their strengths to do their best work every dayFrom entry-level employees to senior leaders, we believe there's always room to learnWe offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business worldFrom on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careersBenefits At Chenega MIOS, we know that great people make a great organizationWe value our team members and offer them a broad range of benefitsLearn more about what working at Chenega MIOS can mean for youChenega MIOS's culture Our positive and supportive culture encourages our team members to do their best work every dayWe celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and awareWe offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy livesCorporate citizenship Chenega MIOS is led by a purpose to make an impact that mattersThis purpose defines who we are and extends to relationships with our clients, our team members, and our communitiesWe believe that business has the power to inspire and transformWe focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communitiesLearn more about Chenega's impact on the worldChenega MIOS News- https:
//chenegamios.
com/news/ Tips from your Talent Acquisition T eam We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confidentTo help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.
chenegamios.
com Glassdoor - https:
//www.
glassdoor.
com/Overview/Working-at-Chenega-MIOS-EI_IE369514.
11,23.
htm LinkedIn - https:
//www.
linkedin.
com/company/1472684/ Facebook - https:
//www.
facebook.
com/chenegamios/ #Chenega Agile Real Time Solutions, LLC Recommended Skills Agile Methodology Cisco Certified Network Associate Communication Contract Management Counter Intelligence Polygraph (Ci Clearance) Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
