Chenega Corporation Jobs

Job Information

Chenega Corporation Helpdesk Specialist (Part-Time) in Springfield, Virginia

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

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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