Chenega Corporation Helpdesk Subject Matter Expert- VA in Springfield, Virginia
Helpdesk Subject Matter Expert- VA
Springfield, VAJoin our Talent Network
Chenega Agile Real-Time Solutions (CARS)
Company Job Title: Helpdesk Subject Matter Expert
Location: Springfield, VA
FLSA Status: Exempt, Full Time, Regular
Helpdesk Specialist provide superior customer service in support of customer request when contacting the Single-Point-of-Contact IT Service Desk
This position is contingent upon contract award and government funding of the program.
Duties and Responsibilities:
Responsible for providing technical assistance and support related to computer systems, hardware, or software
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Responds to email or chat messages for customers seeking help
Walks customers through problem-solving process
Runs diagnostic programs to resolve problems
Follows up with customers to ensure issue(s) were resolved
Gains feedback from customers about system usage
Runs reports to determine malfunctions that continue to occur
Creates a ticket in the approved incident management system for all support calls received; or route user support calls to 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.
Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
Supervisory Responsibilities: Yes
Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
Bachelor's Degree plus eight years of relevant experience
Operational experience with ServiceNow
Experience in the Intelligence Community
Exhibit excellent customer service, organizational and time management skills
DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification
Knowledge, Skills and Abilities:
Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written.
Must be able to handle confidential information with discretion.
Must be detail oriented with the ability to manage multiple tasks.
Attention to detail
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.
Join our Talent Network