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